Terms and Conditions

Effective date: 10 August 2026

Welcome to Univa. These terms are a contract between you and Univa Health Ltd. They explain what you can expect from us, and what we ask of you, when you use the Univa apps, website and programmes (together, the “Service”). By creating an account or using the Service, you agree to these terms — so please read them. We have kept them as short and clear as we can.

The short version

This summary is here to help you — the full terms below are what legally applies.

• Univa provides digital programmes that support people with eating difficulties or eating disorders, and their carers.
• Univa supports your care but does not replace doctors, therapists or emergency services. In an emergency, call 999 or go to A&E.
• There are three ways people get Univa: you pay yourself (Part B), the NHS or another organisation pays for you (Part C), or you have free access through a pilot (Part D). Part A applies to everyone.
• You can cancel at any time. If you pay yourself, you also have a 14-day money-back period after you first subscribe.
• We keep what you share confidential — except where we are seriously worried about your safety or someone else’s. Then we may need to tell the people who can help.
• Be kind, keep your login private, and only use Univa for yourself or the person you care for.

Part A — Terms for everyone

1. Who we are

1.1 We are Univa Health Ltd, a UK company (company number 15541979). Our registered office is 303 Goring Road, Goring-by-Sea, Worthing, West Sussex BN12 4NX.

1.2 You can contact us at any time at info@univa.health. If we need to contact you, we will use the email address or phone number on your account, so please keep your details up to date. When these terms say “writing” or “written”, that includes email.

2. What Univa is — and what it is not

2.1 Univa provides self-guided digital care programmes for people with eating difficulties or eating disorders, and for their parents and carers. The current programmes are listed at www.univa.health/programmes.

2.2 Univa supports — but does not replace — care from your GP, clinical team or mental health services. We are not a therapy service, and we do not provide diagnosis or emergency care.

2.3 Messages you send through Univa are not monitored in real time. Please treat anything you send us as non-urgent.

2.4 Univa is not suitable for people who need intensive or inpatient care, or who are in an acute mental health crisis — unless a treating clinician has decided it is appropriate as part of their care plan and is overseeing its use.

3. Emergencies

If you or someone else is in danger, or you are thinking of harming yourself or others, call 999 or go to your nearest A&E now. Do not wait.

You can also call NHS 111 for urgent advice, or the Samaritans free on 116 123, at any time of day or night. If you are under 18, also tell a trusted adult so they can help you.

4. Who can use Univa

4.1 To use the Service you must live in the UK, have internet access and a valid email address, and be using Univa for yourself or for someone you care for (with their permission where needed).

4.2 Age. You must be 13 or over to have your own account. Children under 13 are supported through their carer’s programme instead of having their own account.

4.3 If you are 13 to 17, we need consent from your parent or legal guardian before you can use the Service — unless you are 16 or over and a clinician assesses that you can consent for yourself (known as “Gillick competence”). We may talk to you, your parent or guardian, or your referring clinician to check this. If we cannot confirm consent, we may not be able to provide the Service.

4.4 Safety criteria. Because Univa is self-guided, the person with eating disorder symptoms must be medically stable (as judged by their GP or another healthcare professional), must not be experiencing rapid weight loss or symptoms of starvation syndrome, and must not be at risk of suicide or self-harm. These criteria do not apply where a treating clinician is supervising use of Univa as part of the person’s care plan.

4.5 The Service is designed for the UK. If you use it from abroad, you do so at your own risk and must follow local laws.

4.6 Your access is personal to you. You may not sell it or share it, and you may not use the Service for commercial, research or resale purposes without our written permission.

5. Your account

5.1 Give us accurate information when you register, and keep it up to date.

5.2 Keep your login details secret. If you think someone else has accessed your account, email us straight away at support@univa.health.

5.3 Please do not create an account if we have previously removed or banned you.

6. How we expect you to behave

6.1 When using Univa, you must not:

• give false or misleading information, pretend to be someone else, or let anyone else use your account;
• hack, disrupt or interfere with the Service or its security features, introduce viruses or other harmful code, or use bots or other automated tools to access it;
• use the Service for anything other than its intended purpose, or while we have suspended or banned you.

6.2 Anything you upload or share (“your content”) must not:

• include someone else’s personal information (including photos, images or recordings) without their permission — and, for anyone under 18, without their parent or guardian’s permission;
• be unlawful, or be bullying, threatening, hateful, discriminatory, sexually explicit, defamatory or otherwise harmful or offensive;
• breach anyone else’s rights, including intellectual property rights.

6.3 We care about our team as well as our members. We have zero tolerance for abusive or discriminatory behaviour towards our staff, and it may lead to you losing access to the Service.

6.4 If you break these rules we may, depending on how serious it is: warn you; remove content; suspend or permanently end your access; report the matter to the police or other authorities; and/or recover our reasonable costs from you.

7. Your content and ours

7.1 Your content stays yours. By uploading it, you give us permission to store and use it so that we can run, support and improve the Service, as described in our Privacy Notice. We protect it with strict access controls. Please keep your own copy of anything important.

7.2 Everything else in the Service — the programmes, videos, text, design and software — belongs to Univa or our licensors. You may use it only as part of your own care, and you must not copy, share, sell or reverse-engineer it.

7.3 If you give us feedback or suggestions, we may use them freely, without restriction or payment.

8. Confidentiality and safeguarding

8.1 What you share with us is confidential. We handle your personal data as set out in our Privacy Notice and in line with UK data protection law (the UK GDPR and the Data Protection Act 2018) and NHS data security standards.

8.2 One important exception: if we become seriously concerned about your safety or someone else’s, we may need to share information with the people who can help — for example your GP, your referring care team, emergency services or safeguarding bodies. Where possible, we will tell you before we do this. If you are under 18, our safeguarding lead may also contact your parent or guardian.

8.3 We may also review information from your use of the Service to keep our care safe and high-quality and, if an organisation referred you, to investigate any concern or complaint and report back to them.

9. If something goes wrong with your data

9.1 We use technical and organisational security measures to protect your personal data, in line with our Privacy Notice, UK law and NHS Data Security and Protection Toolkit standards.

9.2 If a data breach happens that is likely to put you at high risk, we will tell you without undue delay, explain what happened and what we are doing about it, and notify the Information Commissioner’s Office and, where relevant, your referring organisation, as the law requires.

9.3 You can help by keeping your login details secret, keeping your contact details up to date, telling us immediately at support@univa.health if you think your account has been compromised, and following any security steps we ask you to take (such as resetting your password).

10. How we communicate with you

10.1 Service messages. We send messages that are an essential part of the Service — for example, a notification that something is waiting for you in the app. These may come by app notification, email, text or WhatsApp. We never put sensitive personal details in these notifications.

10.2 News and stories. We only send optional “you might be interested in” messages if you have opted in, and you can unsubscribe at any time using the link in the message.

11. Changes

11.1 To the Service. We regularly improve Univa, which sometimes means changing, resetting or removing features. We will let you know about significant changes where we reasonably can.

11.2 To these terms. If we make a change to these terms that affects you in a meaningful way, we will give you at least 30 days’ notice by email or through the app. If you do not agree with a change, you can cancel and stop using the Service. Continuing to use it after the change takes effect means you accept it.

12. Ending things

12.1 You can stop using Univa and cancel at any time. (See Parts B, C and D for what this means for the way you access Univa.)

12.2 We can suspend or end your access if you seriously or repeatedly break these terms, or where we must for legal reasons. We can also withdraw the Service by giving you at least 30 days’ written notice.

12.3 After your membership ends, we keep your account data for 90 days in case you want to come back. After that, we handle your data as set out in our Privacy Notice.

13. Our responsibility to you

13.1 We provide the Service with reasonable care and skill. Nothing in these terms takes away your legal rights as a consumer.

13.2 If we break these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. Our total liability to you is capped at the greater of (a) the fees you have paid us in the 12 months before your claim, or (b) £100.

13.3 That cap never applies where it would be unlawful. In particular, nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or for fraud.

13.4 Because Univa is a digital service, we cannot promise it will always be available or error-free, and we cannot guarantee specific health outcomes. We may briefly suspend the Service for maintenance or technical fixes. We are not responsible for problems caused by your device or internet connection, or for the content of external websites we link to.

14. Beta features

14.1 We may invite you to try new features (“Beta features”) before they are fully finished, at no extra cost. Trying them is optional. Because they are still in testing, we cannot promise they will work reliably or stay available.

15. App stores

15.1 If you download our apps from Apple’s App Store or Google Play, your contract for the Service is with us, not with the store. We — not the store provider — are responsible for the apps and for their support and maintenance, and for dealing with any claim that they infringe someone’s intellectual property rights. The store provider may rely on and enforce this section 15 against you.

15.2 You confirm that you are not located in a country subject to a US Government embargo and are not on any US Government list of prohibited or restricted parties. (App stores require us to include this.)

Part B — If you pay for Univa yourself

16. Prices and payment

16.1 Prices for each programme are shown at www.univa.health and include VAT.

16.2 Your subscription is monthly and renews automatically each month until you cancel.

16.3 Payments are taken securely by our payment provider (currently Stripe), whose own terms apply to the payment. We never see or store your card details. Your bank or card provider may charge its own fees (for example on international cards) — those are your responsibility.

16.4 If a payment fails, we will let you know and try again. If we still cannot collect payment, we may suspend your access until it is sorted out.

17. Your 14-day money-back period

17.1 If you change your mind within 14 days of first subscribing, tell us and we will refund you. Because your access starts straight away, we may deduct a fair amount for the days you have already had. This is your legal “cooling-off” right under the Consumer Contracts Regulations 2013.

17.2 The 14-day period applies to your first subscription — not to each monthly renewal.

18. Cancelling

18.1 You can cancel at any time in your account settings at univa.health, or by emailing support@univa.health.

18.2 When you cancel, you keep access until the end of the month you have paid for. After the 14-day money-back period, we do not give partial refunds for unused days.

19. Price changes

19.1 We may change our prices, but we will give you at least 30 days’ notice before any change affects you. If you do not want to pay the new price, simply cancel before it starts.

Part C — If the NHS or another organisation pays for you

20. Funded access

20.1 If an NHS service or another healthcare organisation (“your funder”) registers and pays for you, the Service is free for you to use. Your funder decides which programmes you can access and for how long.

20.2 So that your care stays joined up, we may share information about your progress — and any safety concerns or complaints — with your referring care team, as explained in our Privacy Notice.

20.3 These terms govern your use of the Service. Matters of funding, referral and scope of access are agreed between us and your funder — and if there is any conflict on those matters, the arrangement with your funder applies.

20.4 If your funder stops paying for your access, or you are discharged from their care, we will let you know. You can choose to continue by subscribing yourself (Part B will then apply) — otherwise your access will end. You will never be charged automatically.

20.5 You can stop using the Service whenever you want. It is your choice, and it will not affect your right to NHS or other healthcare. If you have concerns, you can talk to us or to your care team, and you can also use your funder’s own complaints process.

Part D — If you have free access through a pilot

21. Pilot access

21.1 If we invite you to use Univa as part of a pilot, it is completely free for the period stated in your pilot invitation. You will not be asked for payment details, and you will never be charged automatically.

21.2 The same standards of care, safety and confidentiality in Part A apply during a pilot.

21.3 Pilots help us learn. We may ask for your feedback, and we may use information about how the pilot went for evaluation, as explained in our Privacy Notice and in any pilot information you are given.

21.4 We will tell you before your pilot ends. When it ends, your access stops — unless you choose to subscribe yourself (Part B) or an organisation funds your access (Part C).

21.5 Occasionally we may need to change or end a pilot early. If we do, we will give you as much notice as we reasonably can.

Part E — The legal details

22. General

22.1 This contract is between you and us. No one else can enforce it, except app store providers under section 15.

22.2 We may transfer our rights and obligations under these terms to another organisation (for example, if our business is sold). We will tell you if this happens, and it will not reduce your rights.

22.3 If a court decides part of these terms is invalid, the rest still applies. If we delay enforcing any part of these terms, we can still enforce it later.

22.4 These terms are the entire agreement between you and us about the Service, and they replace any earlier versions.

22.5 These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales — and if you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.

23. Complaints and contact

23.1 If you are unhappy about anything, please tell us — we want to put it right. Email complaints@univa.health and we will aim to resolve your complaint quickly and fairly. If we cannot resolve a dispute informally, we will discuss with you the most effective way to resolve it.

23.2 General questions: info@univa.health. Account or security issues: support@univa.health.

We hope Univa helps you and your family on the journey towards recovery.

Univa Health Ltd · Registered in England and Wales, Company No. 15541979

Registered office: 303 Goring Road, Goring-by-Sea, Worthing, West Sussex BN12 4NX