Terms & conditions

Please read these terms and conditions before using any of the services provided by Holding Your Hand.  By using any of the Holding Your Hand services (including the website, blog or free initial phone consultations) you are agreeing to these terms and conditions.

Holding Your Hand provides personalised patient advocacy and guidance to help inform and empower a patient to make their own health choices.  Its purpose is to ensure a smoother medical journey for you, the patient, with the outcome of facilitating your appointments with doctors and to help reduce the stresses that can come with seeking medical treatment. It is there to help voice your concerns while using your doctor’s advice to consider and communicate any treatment options available.  

Holding your hand does not accept any cases in which there is concern or request for advice in relation to medical negligence.  It is at our discretion to decline any case that we consider does not fall within the scope of our services.

Holding Your Hand is not an emergency service nor a replacement for medical advice which must be provided by a doctor and other health professional.  In case of an emergency always contact your local emergency services.  Never delay in seeking medical attention because of advice received from Holding Your Hand. 

We aim to work closely and impartially with other parties that are involved in your care but we do not ourselves give medical advice.

Holding Your Hand aims to provide timely and appropriate phone consultations as well as home and clinical visits.  However Holding Your Hand cannot guarantee the service will always be available in times of high demand or outside of these working hours unless you have booked an appointment in advance.

We make every effort to ensure our website and other services are readily available, appropriate, reliable and free from typographical errors and technical inaccuracies.  However we cannot guarantee all information imparted will always be up to date and entirely correct.  It is your responsibility to verify information before relaying it to others.


Changes in terms and conditions:

We recommend you frequently review our terms and conditions to check that you agree with the latest version.  Your continued use of the Holding Your Hand services (including the website, blog or free initial phone consultation) will be deemed as your acceptance of the modified terms and conditions.  If you do not agree with any changes you are able to terminate your Holding Your Hand service at any time.

We reserve the right to alter the charges for any of our services or the payment structure.  You will be informed of when such changes in fees will take effect.

Holding Your Hand may modify the nature of online material, services and other resources any at any time and can restrict access to this site without giving prior notice in order to make changes or remove all or any part of it.


Medical Advice

Holding Your Hand is intended to inform you (or someone duly authorised by you) of health-related information for guidance purposes only.  Holding Your Hand is not intended to be used for medical diagnosis or treatment.  Equally Holding Your Hand does not purport to offer accounting, financial, religious or other professional advice.

Our services are no substitute for professional medical advice.  Therefore always speak to a doctor or clinician before taking or not taking any action.  Neither Holding Your Hand nor any of its representatives shall be responsible to any medical advice received by the patient or any action or omission which is based on such advice.  In addition, neither Holding Your Hand, nor any of its representatives, shall be responsible for delivering or effecting any medical treatment to any patients.  Any treatment shall be effected by medical professionals and neither Holding Your Hand nor any of its representatives shall be responsible for the success or otherwise of any medical treatment or for ensuring that any medical treatment is provided, or is provided at any particular time.

In relation to any services provided by Holding Your Hand, neither Holding Your Hand nor its representatives shall be responsible or liable in respect of any loss, damage, expense or claim (each a ‘loss’) save to the extent that such Loss is judicially determined to have resulted from the negligence of Holding Your Hand or its representatives.  In addition, neither Holding Your Hand, nor its representatives shall be liable under any circumstances for any Loss which is indirect or consequential including but not limited to loss of profit, loss of earnings or loss of opportunity.

Note that the guidance and tailoring of this service to your needs can only be as good as the questions and concerns you raise.  The medical navigation provided can only be as relevant and correct as the personal information given.


Procurement and refunds

In order to access our full service you are required to register online or over the phone.  Alternatively you may pay for the service as and when it is used.

Only those of legal age are allowed to register and or pay for Holding Your Hand services.

The price stated at the time of ordering or subscribing as a member is the price you are expected to pay for Holding Your Hand services.  Should an error in the pricing be discovered after you have ordered we will inform you as soon as possible in order to give the option of either canceling the order or reconfirming the order with the correct price.  Should we be unable to contact you the order will be considered cancelled.

We reserve the right to offer special prices, incentives, differential pricing, membership and other programs to be granted to specific group users or non-users at our discretion.

Those registered are required to make payment in advance before commencement of the relevant service.  Services only will begin once payment has been received in cleared funds.  For further details please refer to the website.

You may cancel your registration at any time.  To do so please inform use via email at info@holdingyourhand.co.uk using the subject ‘Cancel Subscription’.  Note any payment of services received prior to this cancellation will be considered just payment unless a valid reason is provided to the contrary.

Should you request repayment because you believe the service required was not correctly fulfilled please email info@holdingyourhand.co.uk using the subject heading of ‘Repayment’.  Any repayment of some or all of the price paid for services shall be entirely at the discretion of Holding Your Hand.


Data protection

By agreeing to these terms and conditions you agree to the processing of personal data in order that we may work on your behalf and use the data to help monitor and improve our services.

Any information or data you provide at any time will be treated as confidential.  No personal data will be disclosed to a third party without your expressed consent, unless in a medical emergency (where it may be considered in your best interests) or under the requirement of law.

To become a member or procure a service from Holding Your Hand we will require your email address, phone number, your full name, credit or debit card number, and, in the case of issuance of direct debit authorisation, your bank account information.  Additional personal information will also be required depending on the service that Holding Your Hand is offering.  Please do not use the services of Holding Your Hand if you do not wish to disclose personal data required.

Personal information will be used for the purposes of:

  • Initial record keeping
  • To improve our services
  • So we may send you promotional emails regarding our new services or other information about us or independent third party you may find of interest
  • To contact you regarding market research.  Here we may from time-to-time request information from our users via surveys.  These surveys are voluntary therefore you have the right to choose whether to participate and disclose information.
  • To customise the website according to your interests
  • To call you or a designated person directly if we consider it in your interest
  • To communicate, with prior consent, your requirements and issues to relevant medical staff or other personnel

In any setting where you are accompanied by a Holding Your Hand representative, you have the right to ask the representative to leave at any time.  Any notes made by a Holding Your Hand team member during a visit will be your property. It will be used at your discretion, where required, and held safely in accordance with our data protection policy. Any notes can be deleted and physically destroyed at your discretion and or your instruction save where any notes are required to be retained by law or regulation or where it is not reasonably practicable to delete or destroy them (for example in relation to any automatic backing up of data or any server).

Holding Your Hand can only correspond with relevant third parties such as your doctor with your prior consent and full knowledge of the information being exchanged. If you engage with Holding Your Hand you will need to gain prior written consent from that person prior to any contact with Holding Your Hand.


We may ask for a testimonial from you in order to help improve or advertise and better convey our services.  If you choose to provide a testimonial it will be anonymous and only published with your consent.

Note Holding Your Hand has no control and/or knowledge of any aspect relating to the personal information you choose to provide.  It cannot (and will not) be responsible for the accuracy and/or scope and/or reliability of such information.  You may modify or correct personal data by contacting us via the email info@holdingyourhand.co.uk or by calling us within our opening times.

You should never disclose personal data without an inquiry from Holding Your Hand.  We will not be held liable for personal information you choose to disclose as a comment on our website.


Governing law and jurisdiction

These terms and conditions agreed between you and Holding Your Hand representatives are be governed by English law.  Any disputes (whether contractual or non-contractual) that arise from, or related to, the terms and conditions or our agreement will be subject to the executive jurisdiction of the courts of England and Wales.


Third Parties

The website may occasionally contain links or inform you directly of a resource or service not provided by us.  This information or links do not imply endorsement or recommendation by Holding Your Hand but are there to provide you with information and are for convenience only. Inclusion of links is not intended to suggest the importance of these resources or services over others.

Visiting third parties is entirely at your own risk.  Where it is possible to transact through any linked website with a third party, these transactions will be (and any rights and obligations shall arise) solely between you and the third party.  Therefore you must carefully read the terms and conditions of such a third party before assessing and using any third party website, resources or services.  Holding Your Hand has no influence over any services, policies or security measures provided or maintained by any third party so therefore takes no responsibility in relation to these or any other matters.  Should you suffer losses or damages or injuries as a result of accessing and/or using third party websites and resources, you should claim against the third party and not Holding Your Hand.

Similarly, our site may be accessed through third party links, over which we have no control.  We make no guarantees that the kind of information from these linking third parties is accurate, relevant, appropriate, current or complete in any information contained.

Should you wish to link to our home page please email us on info@holdingyourhand.co.uk. We grant permission where this is done fairly and legally and in a way that does not damage our reputation or take advantage of it.  You must not suggest an association with Holding Your Hand without our approval or endorsement.


Acceptable use

You may only use our service in accordance with these terms and conditions.  Holding Your Hand reserves the right to terminate your access to any or all of our services at any time without notice should we have reason to believe you are participating in misconduct.

You agree not to access without authority, interfere with, damage or disrupt any equipment, network or software relating to our server or website.  You may not obtain or attempt to obtain any material or information from our site or staff that is not intentionally made available to you.  You are prohibited from flooding, mailing, hacking, crashing or amending our server and or website.  Holding Your Hand cannot warrant that our site and server is free from viruses and bugs.  Holding Your Hand assumes no responsibility and will not be liable for any damages resulting from malware that infect your computer or other property.


You agree not to impersonate any other person or entity or use a false name or a name that you are not authorised to use.  If you suspect someone is using your identity without your consent to access or procure Holding Your Hand services please contact us at info@holdingyourhand.co.uk immediately so we may block the account and contact the appropriate authorities.


Card fraud is illegal and will lead to prosecution in all cases.  Should unauthorised persons procure services without your consent we bear no responsibility for such use.


You may not direct any unsolicited emails, blog comments and verbal communication of any form that contains something obscene, threatening, hateful or abusive.  You must not encourage discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.  You take sole responsibility for the communication emanating from your personal devices and emails.  Abuse or violence from or directed toward our representatives will not be tolerated.  Please refrain from using promoting any events, activities, products or services not provided by Holding Your Hand on our website without our consent.


Proprietary rights

Unless otherwise specified the copyright in the content of all the pages design, layout, trade names, graphics, logos and text is owned by Holding Your Hand whether registered or unregistered.  The website cannot be modified, copied, reproduced, distributed, republished, downloaded, displayed, posted, re-posted or transmitted in any form by any means other than for non-commercial individual reference without prior permission, with all copyright or other proprietary notices retained.


You agree not to change or delete any copyright or proprietary notice from materials downloaded from this site.