Terms of Service

Effective Date: 2026-04-20

These Terms of Service (“Terms”) govern your use of the personal health data organisation service provided by Chronicle Health Ltd (“Chronicle Health”, “we”, “us”, “our”). By engaging our services, you (“Client”, “you”, “your”) agree to be bound by these Terms.

Definitions

  • Personal Health Record: The organised, structured personal health data delivered to you as the output of our service
  • Engagement: A specific project undertaken for you under these Terms
  • Processing Session: The period during which we actively organise and structure your data
  • SAR: Subject Access Request under UK GDPR

Service Description

What We Do

Chronicle Health provides a personal health data organisation service. We help you:

  • Gather health records from NHS providers, private healthcare providers, and other sources
  • Organise, clean, and structure your health data into a unified personal health record
  • Deliver your organised data in accessible formats such as Markdown and PDF, in an organised folder.

Service Options

Option A: Chronicle Health submits Subject Access Request We submit SARs on your behalf as your authorised representative. This requires a signed SAR Letter of Authority and identity documents.

Option B: You submit your own Subject Access Requests You submit SARs yourself using our templates and guidance. You provide the received data to us for processing.

What’s Included

  • Initial consultation (free, no obligation, optional)
  • Data organisation and structuring session(s)
  • Delivery of your personal health record
  • Brief follow-up support for questions arising from delivery (optional)

What’s Excluded

  • Scanning of paper documents (we process digital formats only - but handwritten notes within digital records, such as scanned images in a GP SAR response, are transcribed as part of the service)
  • Processing of raw genetic data or other large datasets (we can include provider summaries)
  • Medical advice or diagnosis
  • Software, apps, or cloud services (these are tools we use, not products we sell)
  • Future updates to your health record (available as a separate engagement)

Service Availability

  • We reserve the right to decline or discontinue any engagement at our discretion
  • We do not guarantee strict completion timelines
  • We welcome feedback to improve the service

Payment

Our fee is £399 (inc. 20% VAT), payable after delivery of your health record. There is no upfront payment. Pricing and payment terms are set out in your Client Contract. Gift purchases are the exception: they are paid in full at the time of purchase. See Gift Purchases below.

Gift Purchases

You can buy the service as a gift for another person. Gift purchases work differently from a standard engagement, and where a general clause in these Terms assumes the standard post-delivery model, the following prevails for gift purchases:

  • Prepayment. The gift is paid for in full at the time of purchase. This is the only situation in which payment is taken before delivery.
  • When the contract forms. Buying a gift creates an entitlement to one personal health record service. The service contract itself forms only when the recipient redeems the certificate, and it forms between Chronicle Health and that person (the data subject), not between Chronicle Health and the purchaser. No health data, and no personal data about the recipient beyond an optional first name, is collected until they choose to redeem.
  • The recipient’s own authority is required. No GP record can be requested until the person whose record it is personally authorises the request. Redemption is that step. A purchaser cannot authorise it on someone else’s behalf.
  • Refunds and cancellation. Gift purchases are non-refundable once the certificate has been redeemed or work has begun. This does not affect your statutory right, as a consumer, to cancel a distance purchase within 14 days of buying while the certificate remains unredeemed; in that case the purchase is refunded. After 14 days, or once redeemed, the goodwill remedy is transfer rather than a refund.
  • Transfer. The certificate is transferable: whoever holds it may redeem it. Transfer means giving it to a different person who will themselves be the data subject and authorise their own request. It never means redeeming on another person’s behalf.
  • Validity. A certificate is valid for 12 months from the date of purchase. We will honour reasonable redemption beyond that at our discretion.
  • Price. The certificate is honoured for the service as purchased regardless of any later change to our fee. It is a prepaid service, not a discount.
  • Capacity. Buying for a person who lacks capacity to make their own decisions, or arrangements involving a lasting power of attorney, are not covered by a standard gift purchase and must be arranged with us directly.

Your Responsibilities

You agree to:

  • Provide accurate information about yourself and your health data sources
  • Respond to reasonable requests for information or clarification
  • Review materials we provide and raise concerns promptly
  • Not use our service for any unlawful purpose

Data Protection

Client Contract

Data processing terms (UK GDPR Article 28) are included in the Client Contract, which governs our engagement with you.

Your Role

You are the data controller for your personal health data. We act as data processor, following your documented instructions.

  • Client Contract (includes all data processing terms)
  • Privacy Notice (for administrative data)
  • SAR Letter of Authority (if you select Option A: Chronicle Health-Led Data Collection)

Intellectual Property

Your Health Record

You own your personal health record. The organised data, structured files, and any derived outputs belong to you.

Our Materials

We retain all intellectual property rights in:

  • Our methodologies, processes, and workflows
  • Templates, forms, and guidance documents
  • Code, scripts, and tools developed or used during processing
  • Website content and marketing materials
  • Any improvements or developments arising from our work

You may not copy, reproduce, or distribute our materials without written permission.

Limitation of Liability

Liability Cap

Our total liability to you under or in connection with these Terms shall not exceed the greater of:

  • £50, or
  • the total fees paid by you in the 12 months preceding any claim

This cap does not apply to the matters listed under “No Limitation” below.

Exclusions

We are not liable for:

  • Delays caused by third parties (NHS, private providers, etc.)
  • Errors in source data provided by healthcare organisations
  • Your decisions made based on your organised health data
  • Loss arising from your failure to maintain secure copies of your health record
  • Indirect, consequential, or special losses

No Limitation

Nothing in these Terms limits our liability for:

  • Fraud or fraudulent misrepresentation
  • Death or personal injury caused by our negligence
  • Breaches of data protection law
  • Any other liability that cannot be excluded by law

Disclaimers

Not a Medical Device

Chronicle Health is a personal health data organisation service. It is not a medical device, not medical software, and not a substitute for clinical judgement. The outputs we produce are personal records - not clinical summaries, not diagnosis, and not decision support. The service is not designed to diagnose, treat, prevent, or manage any medical condition.

No Medical Advice

Our service is data organisation only. We do not provide medical advice, diagnosis, or treatment recommendations. Any insights from your organised data should be discussed with qualified healthcare professionals.

Accuracy

We use reasonable endeavours to produce accurate results but cannot guarantee 100% accuracy. Handwritten note transcriptions are produced using AI and are provided alongside the original scanned images for your verification. Dosages are excluded from handwriting transcriptions as a safety measure. We are not liable for errors in source data. While we use reasonable endeavours to ensure accuracy of AI-assisted transcriptions, transcriptions are not manually verified against the originals and are provided for informational purposes alongside original source images. You should verify any clinically significant information against original records or with your healthcare provider.

Third-Party Services

We use third-party services as described in the data processing terms of our Client Contract. We are not liable for their service interruptions or failures beyond our reasonable control.

Your Data on Your Devices

After using our service, you will have personal ownership of your own health data on your devices. Protecting this data is your responsibility - we cannot do this for you.

Force Majeure

We are not liable for any delay or failure to perform our obligations where caused by circumstances beyond our reasonable control, including but not limited to: acts of government, pandemics, natural disasters, internet or infrastructure failures, or delays by third-party data controllers in responding to Subject Access Requests.

Cancellation and Termination

You Cancel

You may cancel at any time by written notice (email is acceptable).

  • We will cease processing your data
  • If you cancel before processing begins: no payment expected
  • If you cancel during processing: you may optionally pay for work already completed
  • No refunds apply, as no upfront payment is taken (gift purchases are prepaid and have their own terms: see Gift Purchases)

We Cancel

We reserve the right to cancel any engagement at our discretion.

  • If we cancel: no payment is expected from you
  • We will provide you with any of your data in our possession
  • You have no right to compensation for our cancellation (except where required by law)

Effect of Termination

Upon termination for any reason, sections of these Terms that should survive termination will survive (including Intellectual Property, Limitation of Liability, Dispute Resolution)

Satisfaction

If you are not satisfied with the service, you are not obliged to pay. Revision and satisfaction terms are set out in your Client Contract.

Dispute Resolution

Informal Resolution

We encourage you to contact us first with any concerns. Most issues can be resolved through discussion.

Mediation

If informal resolution fails, either party may refer the dispute to mediation. We will agree on a mediator or use the Centre for Effective Dispute Resolution (CEDR).

Arbitration

If mediation fails, either party may refer the dispute to binding arbitration under the rules of the Chartered Institute of Arbitrators.

Courts

Either party retains the right to bring proceedings in the courts of England and Wales.

Governing Law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction.

Eligibility

Age Requirement

You must be 18 years or older to engage our services.

Whose Records We Process

Our service is for adults obtaining a copy of their own health records. We do not currently act on another person’s behalf. In particular, we do not process the health records of children, or of an adult who lacks the capacity to instruct us themselves where you would be acting for them (for example under a registered Lasting Power of Attorney or on a best-interests basis). Records of people who have died are accessed under separate legislation. These all follow different legal routes and are outside our current scope.

Capacity

By engaging our services, you confirm that you have the legal capacity to enter into these Terms and to authorise the processing of your own personal data.

Changes to Terms

We may update these Terms from time to time. Changes will not affect existing engagements without your consent. We will notify you of material changes.

Contact

Chronicle Health Ltd

  • Representative: Thomas Millross
  • Email: [email protected]
  • Registered Office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
  • Companies House No: 16934023
  • ICO Registration: ZC084723
  • Professional indemnity insurance held

Pre-Contract Information (Consumer Contracts Regulations 2013)

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we confirm:

  • Trader identity: Chronicle Health Ltd
  • Trading address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
  • Contact: [email protected]
  • Companies House No: 16934023
  • Service description: Personal health data organisation service as described in these Terms
  • Total price: £399 inclusive of 20% VAT (£332.50 net + £66.50 VAT). One-off charge, payable after delivery. See Client Contract for details
  • Payment method: Bank transfer
  • Cancellation rights: You may cancel at any time by written notice (email is acceptable). If you cancel within 14 days of entering the contract and before processing has begun, you have a statutory right to cancel with no payment. See the Model Cancellation Form below.
  • Complaint handling: Contact us at [email protected]. See our FAQ for how we handle complaints. You may also contact the Information Commissioner’s Office (ICO) at ico.org.uk or 0303 123 1113.
  • Governing law: England and Wales

Your Right to Cancel (Statutory)

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire 14 days after the day of the conclusion of the contract.

To exercise the right to cancel, you must inform us of your decision by a clear statement (e.g. email). You may use the model cancellation form below, but it is not obligatory.

If you request that we begin the service during the cancellation period, you may be liable to pay us an amount proportionate to what has been performed until you have communicated your cancellation. Any amount payable will be calculated as a proportion of the agreed or quoted fee for the engagement. Where no fixed fee has been agreed, the amount will be based on a reasonable assessment of the proportion of the service completed.

Note: Our Terms already allow cancellation at any time (not just within 14 days), with no payment expected if you cancel before processing begins.

Model Cancellation Form

Please send from an email you have used previously with us, for our recognition.

To Chronicle Health Ltd, [email protected]:

I hereby give notice that I cancel my contract for the provision of the personal health data organisation service.

Contracted on: [date]

Name of client: [name]

Address of client: [address]

Signature of client (only if this form is sent on paper): [signature]

Date: [date]

Acceptance

By signing a Client Contract or otherwise engaging our services, you confirm that you have read, understood, and agree to be bound by these Terms of Service.