Terms of Use — Hea NHS Navigator

Last updated: 5 June 2026 (draft) Applies to: the Hea NHS Navigator service at navigator.tryhea.com (the "Service"). Our marketing site at www.tryhea.com is operated separately and has its own terms.

Draft for review. This is a protective template prepared for the Hea NHS Navigator. It is not legal advice and should be reviewed by a qualified solicitor (England & Wales) before publication. Bracketed items [ ] must be completed.

1. Who we are

The Service is operated by HEA Europe Ltd, a company registered in England and Wales (Company No. 15400266), registered office: Snowdrop Court, 21 Royal Engineers Way, London NW7 1TU, United Kingdom ("Hea", "we", "us", "our"). HEA Europe Ltd is part of the Hea group, whose parent is Hea Inc. (Delaware, USA).

Contact: hello@tryhea.com.

2. About the Service

The Hea NHS Navigator is a free, information-only service that helps people in the UK find their way around services available on the NHS. It uses publicly available information published by the NHS and other public bodies (for example NHS.uk and the NHS Organisation Data Service) together with our own descriptions and tools.

The Service helps you to:

• find NHS and NHS-adjacent services that may be relevant to what you describe;
• find providers (such as dentists, pharmacies, GP practices and opticians) in your area;
• prepare a draft letter to your GP that you can review, edit, copy or print.

3. We are not a medical service and we are not the NHS

Please read this section carefully.

• The Service is for general information only and does not provide medical advice, diagnosis, treatment, or a second opinion.
• Using the Service does not create a doctor–patient or other clinical relationship.
• The Service does not book, make, confirm or guarantee any appointment, referral, test or treatment. Any draft letter we help you prepare is a template for you to discuss with your GP; the decision to refer or treat is made solely by a qualified clinician.
• Hea is an independent service. We are not affiliated with, endorsed by, connected to, or part of the NHS, the Department of Health and Social Care, or any NHS body. We refer to "NHS" only to describe services that are available through the NHS.
• We do not use the NHS logo or NHS visual identity and do not claim any official status.

Always consult a qualified healthcare professional for any medical concern.

4. Emergencies

Do not use the Service in an emergency. If you have a medical emergency, call 999. For urgent but non-emergency help, call NHS 111 or visit 111.nhs.uk. If you are in crisis, contact your GP or emergency services immediately.

5. Eligibility

The Service is intended for users who are 16 years of age or older. It is not directed at children under 16. By using the Service you confirm you are at least 16.

6. Accuracy of information

• We compile information from public NHS and other public sources and aim to keep it useful and reasonably current, but we do not warrant that any information is accurate, complete, current or error-free.
• Service availability, waiting times, eligibility, contact details, opening hours and "accepting new patients" status change frequently and may be out of date.
• "In your area" provider results are approximate and based on the postcode area you enter; they are not a guarantee of distance, availability or suitability.
• Always verify important details directly with the NHS, the relevant provider, or your GP before acting.

7. Draft GP letters and tools

Any letter, checklist, summary or other output the Service helps you create is generated from the information you provide and is offered "as is" as a starting point. You are responsible for reviewing and correcting it before use. We are not responsible for the content of any letter you send or for any clinical or administrative decision made in response.

8. Third-party links and services

The Service links to third-party websites (including NHS.uk and provider websites) for your convenience. We do not control and are not responsible for third-party sites, their content, availability, or their privacy practices. Links do not imply endorsement.

9. Acceptable use

You agree not to:

• use the Service for any unlawful purpose or in breach of these Terms;
• rely on the Service as a substitute for professional medical care;
• misuse, disrupt, overload, scrape at scale, or attempt to gain unauthorised access to the Service or its systems;
• copy, resell or commercially exploit the Service or its content except as permitted by law;
• attempt to reverse engineer the Service or its underlying models.

10. Intellectual property

The Service, its design, text, our compiled content, and software are owned by HEA Europe Ltd or its licensors and are protected by intellectual property laws. Underlying public-sector information is owned by its respective sources and used under the terms applicable to that information (for example the Open Government Licence, where it applies). "NHS" and the NHS logo are trademarks of their respective owners; nothing here grants you rights in them.

11. No warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, AND NON-INFRINGEMENT. We do not warrant that the Service will be uninterrupted, secure or error-free.

12. Limitation of liability

Nothing in these Terms limits or excludes our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, or for fraud.

Subject to that, to the maximum extent permitted by law:

• we are not liable for any loss or damage arising from your use of (or inability to use) the Service, from any health or other decision you make based on the Service, from any inaccurate or out-of-date information, or from any third-party site or service;
• we are not liable for any indirect, incidental, special or consequential loss, or for loss of profits, data, goodwill or opportunity;
• because the Service is provided free of charge, our total aggregate liability arising out of or in connection with the Service is limited to £100.

You are responsible for your own health decisions and for seeking appropriate professional care.

13. Indemnification

You agree to indemnify and hold harmless HEA Europe Ltd and its officers, employees and agents from any claims, losses, liabilities and reasonable expenses arising from your misuse of the Service, your breach of these Terms, or your reliance on the Service for medical purposes.

14. Changes to the Service and these Terms

We may change, suspend or discontinue all or part of the Service, and we may update these Terms from time to time. Material changes will be indicated by updating the "Last updated" date and, where appropriate, by a notice on the Service. Your continued use after changes take effect constitutes acceptance.

15. Email updates (optional)

You may choose to give us your email address to receive product updates (our newsletter). This is optional and not required to use the Service. We use double opt-in, and every email includes an unsubscribe link so you can stop at any time. How we handle your email is described in our Privacy Policy.

16. Privacy

Your use of the Service is also governed by our Privacy Policy (see Navigator-Privacy-Policy), which explains how we handle information.

17. Governing law and jurisdiction

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes) are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction. (Nothing affects mandatory consumer-protection rights you may have under the law of your country of residence.)

18. General

If any provision of these Terms is found unenforceable, the remaining provisions continue in full force. These Terms are the entire agreement between you and us regarding the Service. Our failure to enforce a right is not a waiver of it.

19. Contact

HEA Europe Ltd Snowdrop Court, 21 Royal Engineers Way, London NW7 1TU, United Kingdom Email: hello@tryhea.com