Terms of Service

Wait Less Time · operated by EYEV Limited · Effective 1 August 2026 · Version 2026-08-01

These terms are between you and EYEV Limited ("EyeV", "we", "us"), the company that provides the Wait Less Time progressive web app. Please read them with our Privacy Notice.

You enter the free app agreement when you actively accept these terms in the app. Creating a sign-in by itself does not start a paid membership. A paid membership contract is formed only after you choose a plan, complete Stripe's paid subscription checkout and Stripe confirms payment. We will show the applicable terms and price before you pay.

Wait Less Time is not for emergencies. If someone is seriously ill or injured or their life is at risk, call 999 or 112 now. For urgent medical help that is not life-threatening, use NHS 111 online or call 111. Do not wait for a response through this app.

1. Who we are

Wait Less Time is provided by EYEV Limited, registered in England and Wales under company number 12614372, with registered office at 29 Bridgford Road, West Bridgford, Nottingham, NG2 6AU. Contact us at support.waitlesstime@eyev.health. Our privacy contact is Adam Holliday at adam@eyev.health.

2. What Wait Less Time is — and isn't

Wait Less Time helps members compare general information about NHS and private options and arrange remote GP, physiotherapy and dietitian consultations. Information outside a consultation is general information, not medical advice, diagnosis or treatment.

The clinical provider is HealthHero Solutions Limited (company number 03766413). HealthHero clinicians deliver the consultations and make clinical decisions. You must also review and accept the current clinical-service terms presented in the app before care is arranged.

Nothing in these terms removes any responsibility EyeV has to you under consumer law for the membership it sells.

3. Eligibility

Account holders must be 18 or over and able to enter into this contract. Live clinical services are available only for a member or dependant who is a UK citizen or resident and who meets HealthHero's clinical eligibility rules. You must give accurate, current information and tell us your physical location for each consultation in case emergency help is needed.

4. Your account

You sign in through our identity provider, Auth0. Keep your sign-in secure and do not let anyone else use your account. Tell us promptly if you think your account has been accessed without permission.

5. Dependants

You may add up to 10 dependants. You may arrange care for a dependant only if you have parental responsibility or their authority to act and you confirm their consent where required. You are responsible for providing their accurate information. HealthHero may refuse or redirect a booking where its age, consent, safeguarding or clinical rules are not met.

6. Membership and what it covers

Subject to appointment availability, clinical appropriateness and the limits below, the membership includes the consultation fee at the point of booking for:

The physiotherapy and dietitian limits are shared between the member and all dependants on the membership. Appointment times are not guaranteed. Clinicians may recommend fewer sessions or redirect care where clinically appropriate.

The membership does not include the cost of prescriptions, medicines, medicine delivery, tests, investigations, treatment outside the remote consultation, or another provider's charges unless checkout expressly says otherwise. Clinical outcomes, prescriptions and referrals are never guaranteed.

7. Price, payment and renewal

8. Stopping renewal, cooling-off and refunds

Stopping renewal: you can stop future renewal at any time through Profile → Manage membership or by emailing support.waitlesstime@eyev.health. Unless a statutory refund right applies, access normally continues until the end of the paid billing period and past payments are not automatically refunded.

Cooling-off: because the membership is bought at a distance, you normally have 14 days from the day the paid contract is formed to change your mind. Tell us clearly that you are cancelling under the cooling-off right by email, post, in-app support, or the model form below. You do not have to use the form.

If you expressly ask for the service to begin during those 14 days and then cancel, we may deduct only a lawful amount proportionate to the service supplied before you told us. We will not charge that amount if the law says we may not. This is separate from merely stopping the next renewal.

Service problems: your rights where a service is not supplied with reasonable care and skill, is materially not as described, or is not supplied at all are unaffected. Contact us so we can put things right or provide any remedy required by law.

At checkout, you expressly request that the membership service begins during the 14-day cancellation period. We send a contract confirmation by email containing the accepted terms, price, renewal details, service limits and cancellation information.

Model cancellation form

To: EYEV Limited, 29 Bridgford Road, West Bridgford, Nottingham, NG2 6AU · support.waitlesstime@eyev.health

I give notice that I cancel my Wait Less Time membership contract.

Name:
Account email:
Address (if notifying by post):
Date the membership was purchased:
Date:

9. Booking and clinical care

When you set up and book, EyeV sends the information needed to HealthHero so it can create or update the relevant clinical record and deliver care. HealthHero's clinical-service terms and policies also apply. A clinician may decline, redirect or end a consultation for clinical or safety reasons.

HealthHero's current public information is available in its terms and privacy policy. Complaints about clinical care use HealthHero's clinical complaints procedure; contact EyeV through in-app support or support.waitlesstime@eyev.health and we will route the complaint.

HealthHero's privacy policy explains how it handles clinical records and any consultation recording. Where recording applies, the relevant notice is provided before it begins.

10. Acceptable use

Please use Wait Less Time lawfully and only for its intended purpose. Do not misuse the service, attempt to disrupt or gain unauthorised access to it, impersonate others, or provide information you know to be false.

11. Personal and health data

Our Privacy Notice explains how the PWA handles account, dependant, booking, health, payment, support and technical data. Connected Apple Health, Fitbit and Google Health features are not currently offered publicly in the PWA. We do not use health data for advertising or sell it.

12. Availability and changes

We use reasonable care to keep the service available, but maintenance, security incidents, provider availability and events outside our control can interrupt it. We may make proportionate changes for legal, regulatory, security, clinical-safety or technical reasons. We will give reasonable advance notice of a material detrimental change where practicable and explain any right to cancel before it takes effect. Where fresh acceptance is required, continued use alone will not replace it.

13. Our responsibility to you

EyeV must provide its service with reasonable care and skill. Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights. We are not responsible for losses that were not reasonably foreseeable when the contract was formed or for failures caused solely by events outside our reasonable control.

Clinical decisions are made by HealthHero clinicians. Nothing in these terms excludes any responsibility EyeV has as the seller of the membership.

14. Deleting your account

Deleting an account is different from stopping renewal or exercising the 14-day cooling-off right. Profile → Delete my account closes app access immediately and starts cancellation of future billing and an asynchronous deletion process across EyeV, Auth0, Stripe and HealthHero. Provider verification can continue after access closes.

Some information is retained where necessary for legal obligations, fraud prevention, legal claims, safety or clinical record-keeping. EyeV retains a redacted deletion case for 90 days and a permanent pseudonymous tombstone so a deleted identity is not silently recreated. HealthHero may have to retain clinical records. See the Privacy Notice for details. Account deletion does not by itself create a refund, but statutory rights remain unaffected.

We may suspend or end access if you seriously or repeatedly breach these terms, for clinical or security safety, or where the law requires it. Where appropriate, we will explain why and allow a reasonable opportunity to put a remediable problem right.

15. Governing law

These terms are governed by the law of England and Wales, and disputes are subject to the courts of England and Wales. If you live in Scotland or Northern Ireland you may also bring proceedings in your local courts.

16. Complaints and contact

For membership, billing or app complaints, use in-app support or email support.waitlesstime@eyev.health. For privacy matters, contact adam@eyev.health. You may also complain to the Information Commissioner's Office about personal-data handling. For a clinical-care complaint, contact EyeV and we will route it to HealthHero's clinical complaints procedure.