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Patient Value Terms Of Service

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These Terms apply when a clinic or other business purchases Patient Value.

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1. The Patient Value service

Patient Value provides a branded digital Wallet card programme for supported Apple Wallet and Google Wallet devices.

Depending on the agreed configuration, the subscription may include:

  • one branded digital Wallet card programme;

  • patient enrolment through a QR code or enrolment link;

  • visit, stamp or point tracking;

  • reward functionality;

  • referral functionality;

  • a neutral review link;

  • Wallet notification capability;

  • initial design and configuration;

  • staff training;

  • launch guidance; and

  • ongoing technical and programme support.

The exact configuration will be agreed during onboarding.

Unless agreed otherwise, the standard subscription covers one Clinic brand, one location and one active card programme.

Additional locations, brands, card programmes, integrations or managed services may require separate pricing.

Patient Value provides the technology, setup, guidance and support. It does not replace the Clinic’s booking system, clinical-record system, complete CRM or wider marketing operation.

2. Setup and implementation

Implementation normally begins after:

  • the first payment has been received;

  • these Terms and the Data Processing Agreement have been accepted;

  • the onboarding form has been completed;

  • usable branding and business information have been supplied;

  • the reward and referral structure has been confirmed; and

  • the Clinic has supplied the required approvals.

Most standard Clinics should be ready to launch within approximately 7–10 working days after all required information and approvals have been supplied.

This is a target rather than a guaranteed completion date.

The timeline may be extended where:

  • the Clinic delays supplying information or approvals;

  • incomplete or unusable assets are provided;

  • conflicting instructions are received;

  • the Clinic changes the agreed structure;

  • additional work is requested; or

  • a third-party platform problem occurs.

Before launch, the Clinic must check and approve the card design, contact information, links, reward rules, referral rules and other Clinic-controlled content.

3. Design and revisions

Initial setup includes:

  • one main card design;

  • one enrolment-page design using the same branding;

  • one initial digital QR-code asset;

  • one initial design concept; and

  • up to two reasonable revision rounds before approval.

A revision round means one consolidated list of changes.

The following may be treated as additional paid work:

  • a full redesign after approval;

  • repeated changes caused by conflicting staff feedback;

  • additional card programmes;

  • additional brands or locations;

  • significant structural changes;

  • bespoke integrations;

  • extensive data-entry or migration work; and

  • work outside the agreed scope.

Any additional charge must be approved by the Clinic before the work begins.

4. Fees and billing

The monthly Subscription Fee, any setup fee and the billing frequency will be displayed during checkout.

The subscription operates on a monthly rolling basis unless a different term is clearly agreed.

The Clinic authorises Patient Value and its payment provider to collect the recurring payment on each billing date until the subscription is cancelled.

The Clinic must maintain a valid payment method and accurate billing information.

Where VAT becomes applicable, it may be added to future charges after appropriate notice.

A founding-clinic price applies only while the qualifying subscription remains uninterrupted.

A founding rate does not automatically apply to:

  • additional locations;

  • additional programmes;

  • managed services;

  • custom work; or

  • a subscription restarted after cancellation or termination.

5. Clinic responsibilities

The Clinic is responsible for:

  • providing accurate information;

  • supplying logos and content it has permission to use;

  • approving Programme wording and rules;

  • defining suitable rewards and referral conditions;

  • introducing the Programme to patients;

  • ensuring staff use it consistently;

  • honouring valid rewards;

  • keeping Account access secure;

  • removing access from departing staff;

  • obtaining required patient permissions;

  • providing appropriate patient privacy information;

  • respecting marketing objections and opt-outs;

  • approving communications sent to patients;

  • complying with applicable healthcare, advertising, privacy and marketing requirements; and

  • notifying Patient Value promptly about security or data concerns.

The Clinic remains responsible for all clinical decisions, treatment suitability, prescribing, patient care and medical communications.

A reward appearing on the card does not mean that a patient is clinically suitable to receive it.

6. Training and support

The subscription includes one initial remote training session and a basic staff guide explaining:

  • patient enrolment;

  • card scanning;

  • adding visits, stamps or points;

  • reward redemption;

  • referrals; and

  • appropriate use of Wallet notifications.

Standard ongoing support includes reasonable assistance with:

  • card operation;

  • scanning;

  • rewards and referrals;

  • notifications;

  • minor wording or link corrections;

  • configuration questions; and

  • technical issues affecting the Programme.

Standard support does not include:

  • social-media management;

  • appointment management;

  • replying to patients;

  • unlimited campaign copywriting;

  • unrelated graphic design;

  • website development;

  • paid advertising;

  • medical or legal advice;

  • custom software development; or

  • complete outsourced management of the Clinic’s Programme.

Normal support hours are Monday to Friday, 9:00 a.m. to 6:00 p.m. UK time, excluding bank holidays in England.

Patient Value aims to acknowledge support requests within one working day.

This is an acknowledgement target, not a guaranteed resolution time.

7. Wallet notifications

The Clinic is normally responsible for:

  • choosing when a notification is sent;

  • choosing the audience;

  • approving the final wording;

  • deciding whether the message is operational or promotional;

  • confirming that the message may lawfully be sent; and

  • applying patient opt-outs and suppression records.

Operational messages may include genuine Programme information such as:

  • confirmation of points or rewards;

  • correction of an incorrect balance;

  • security information;

  • service interruptions; or

  • important Programme changes.

Promotional messages may include:

  • discounts;

  • treatment offers;

  • appointment availability;

  • seasonal campaigns;

  • birthday offers;

  • referral campaigns; or

  • messages intended to encourage a booking or purchase.

The Clinic must not:

  • send promotional notifications without an appropriate legal basis or permission;

  • use vague or bundled marketing consent;

  • continue marketing after a patient objects or opts out;

  • disguise marketing as aftercare or essential service information;

  • add promotional copy to a genuinely essential service message;

  • conceal the Clinic responsible for the message; or

  • send misleading, unsafe or unlawful treatment claims.

Patients must be told clearly that the Wallet card may send updates, which Clinic is responsible, what types of messages may be received and how marketing can be stopped.

During the first month, Patient Value may require the Clinic to submit proposed notification wording for review.

Patient Value will not knowingly send a Clinic-wide promotional message without approval from an authorised Clinic representative.

Templates provided by Patient Value are general examples. The Clinic must check that each message is appropriate for its audience and circumstances.

8. Google reviews

The Programme may contain a neutral link allowing genuine patients to share their honest experience.

The Clinic must not:

  • offer points, rewards, discounts, free products or treatment for a review;

  • require a five-star or positive review;

  • make a reward dependent on leaving a review;

  • tell a patient what rating or opinion to provide;

  • ask only selected happy patients while blocking unhappy patients;

  • divert negative patients away from the public review route;

  • write or generate a review for a patient;

  • ask staff, contractors or relatives to leave misleading reviews; or

  • offer a benefit for changing or removing a negative review.

Review requests must remain separate from reward earning and redemption.

Recommended wording is:

“Share your honest experience.”

Patient Value may remove or disable review functionality where it is being misused.

9. Patient information and data protection

For Patient Information processed through the Clinic’s Programme:

  • the Clinic will normally act as the data controller;

  • Patient Value will normally act as the data processor; and

  • relevant software providers may act as authorised sub-processors.

The Clinic is responsible for:

  • identifying an appropriate lawful basis;

  • providing patients with privacy information;

  • obtaining any required marketing permissions;

  • ensuring information is accurate, necessary and lawful;

  • responding to patient-rights requests; and

  • deciding how the information should be used.

Patient Value will process Patient Information only to provide and support the agreed service, on documented Clinic instructions or where required by law.

The parties must accept a separate Data Processing Agreement before Patient Value processes live Patient Information.

The Clinic must not upload unnecessary clinical or special-category information, including:

  • clinical notes;

  • diagnoses;

  • medical histories;

  • prescriptions;

  • contraindications;

  • consultation records;

  • treatment photographs; or

  • before-and-after photographs,

unless Patient Value has expressly agreed to the processing and the Clinic has established the necessary legal safeguards.

Patient Value will not knowingly:

  • use one Clinic’s Patient Information to benefit another Clinic;

  • use Clinic Patient Information for Patient Value’s own marketing; or

  • process Patient Information for unrelated commercial purposes.

If Patient Value becomes aware of a confirmed personal-data breach affecting Patient Information, it will notify the Clinic without undue delay in accordance with the Data Processing Agreement.

10. Account security

The Clinic must limit Account access to authorised staff.

Where supported, individual user accounts should be used instead of shared logins.

The Clinic must:

  • use strong passwords;

  • enable multi-factor authentication where available;

  • avoid casually sharing passwords through messages;

  • protect devices used to access the Account;

  • remove access when staff leave; and

  • report suspected unauthorised access promptly.

11. Ownership and Clinic content

The Clinic retains ownership of its logos, photographs, names, branding and other content supplied to Patient Value.

The Clinic gives Patient Value permission to use and adapt that content only as reasonably necessary to provide the service.

The Clinic confirms that it owns the content or has permission to provide and use it.

Patient Value retains ownership of:

  • the Patient Value brand;

  • reusable templates;

  • processes;

  • training materials;

  • documentation;

  • layouts;

  • internal methods; and

  • other materials created independently of the Clinic’s protected content.

The Clinic receives a limited right to use the active Programme during its paid subscription.

The Clinic does not acquire ownership of BoomerangMe, Apple Wallet, Google Wallet or other third-party technology.

Patient Value will not publicly use the Clinic’s logo or results as a case study without permission.

12. Acceptable use

The Clinic must not use Patient Value to:

  • send unlawful, misleading or abusive communications;

  • harass or discriminate against anyone;

  • pressure patients into treatment;

  • promote unsafe or inappropriate rewards;

  • manipulate online reviews;

  • upload malicious software;

  • gain unauthorised access to systems or information;

  • use another Clinic’s data or branding;

  • infringe another person’s rights;

  • resell the Service without permission; or

  • use the Service for an illegal, deceptive or harmful purpose.

Patient Value may block a notification, restrict a feature or suspend the Account where reasonably necessary to protect patients, information, system security, legal compliance or the Platform.

13. Third-party platforms

Patient Value relies on third-party providers, including BoomerangMe, Apple, Google, payment providers and hosting services.

Functionality may be affected by:

  • device compatibility;

  • internet connectivity;

  • platform updates;

  • API changes;

  • outages;

  • provider restrictions;

  • discontinued features; or

  • actions taken by the Clinic or its patients.

Patient Value will take reasonable steps to investigate material problems but cannot guarantee uninterrupted availability of systems outside its direct control.

Where a third-party change materially affects the Service, Patient Value may modify, replace, suspend or remove the affected feature.

14. Failed payments and suspension

If a payment fails, Patient Value may:

  • notify the Clinic;

  • retry the payment;

  • request updated payment details;

  • restrict or suspend the Service; and

  • terminate the subscription if payment remains outstanding.

Suspension does not cancel amounts already due.

Patient Value may also suspend or terminate the Service where:

  • the Service is materially misused;

  • the Clinic creates a security or data-protection risk;

  • unlawful notifications are sent;

  • review manipulation occurs;

  • prohibited clinical information is uploaded;

  • the Clinic materially breaches these Terms; or

  • continued service would breach the law or a Platform requirement.

Where reasonably possible, the Clinic will be given notice and an opportunity to correct the issue.

Immediate action may be taken where necessary to protect patients, information, security or legal compliance.

15. Cancellation and refunds

The Clinic may cancel its monthly subscription at any time through the available subscription-management facility or by sending a clear written cancellation request through the Patient Value support channel.

Cancellation before the next billing date prevents the following renewal.

Unless immediate deactivation is requested, the Service will normally remain active until the end of the current paid billing period.

If immediate deactivation is requested:

  • the Programme may be disabled;

  • enrolment and scanning may stop;

  • points and rewards may stop updating;

  • referrals may stop;

  • notifications may stop; and

  • dashboard access may be removed.

Payments are generally non-refundable where:

  • the Clinic changes its mind;

  • the Clinic does not use the Service;

  • staff or patients do not adopt it;

  • the Clinic requests immediate deactivation;

  • a new billing period has already started;

  • the Clinic delays implementation; or

  • expected commercial results are not achieved.

A refund or credit may be provided where:

  • payment was taken incorrectly;

  • a duplicate payment occurred;

  • Patient Value cannot provide a material part of the agreed Service;

  • Patient Value commits an uncorrected material breach; or

  • a refund is legally required.

16. What happens when the Service ends

When cancellation or termination takes effect:

  • the active subscription ends;

  • the Programme may be disabled;

  • new enrolment and scanning may stop;

  • points, rewards and referrals may stop;

  • Wallet notifications may stop;

  • Account access may be removed; and

  • ongoing support for the active Programme ends.

Cards already stored on patient devices may remain temporarily visible but may no longer update or function.

The Clinic remains responsible for:

  • informing staff;

  • stopping distribution of old QR codes or links;

  • avoiding misleading patients;

  • handling valid outstanding reward commitments; and

  • informing patients where appropriate.

Before termination, the Clinic may request an available export of Patient Information, subject to identity checks, Platform functionality and technical limitations.

Unless the Clinic gives another lawful instruction, Patient Information may be held in a restricted inactive state for up to 30 days before deletion or anonymisation, as described in the Data Processing Agreement.

Patient Value may retain limited business records required for accounting, tax, fraud prevention, disputes, legal claims, security and suppression purposes.

17. No guaranteed results

Patient Value does not guarantee:

  • more bookings;

  • increased revenue;

  • patient retention;

  • referrals;

  • reviews;

  • patient adoption;

  • staff adoption;

  • engagement;

  • reward redemption; or

  • accurate revenue attribution.

Results depend on factors outside Patient Value’s control, including patient demand, staff consistency, Clinic pricing, service quality, reward quality and implementation.

Patient Value does not provide medical, legal, financial or regulatory advice.

18. Liability

Nothing in these Terms excludes liability where doing so would be unlawful, including liability for fraud or death or personal injury caused by negligence.

Subject to this:

  • neither party will be responsible for indirect or consequential losses;

  • Patient Value will not be responsible for lost profits, lost revenue, lost opportunities or reputational damage;

  • Patient Value is not responsible for Clinic-controlled communications, rewards, clinical decisions, patient permissions, Clinic content or staff misuse; and

  • Patient Value is not responsible for failures caused solely by third-party platforms outside its reasonable control.

Patient Value’s total liability relating to the Service will not exceed the total fees paid by the Clinic during the 12 months immediately before the event giving rise to the claim.

Each party must take reasonable steps to reduce any loss.

19. Changes to the Service or Terms

Patient Value may reasonably update the Service or these Terms to reflect:

  • legal or regulatory changes;

  • security requirements;

  • third-party platform changes;

  • improvements to the Service; or

  • changes to how the Service is delivered.

Material changes affecting an active subscription will be communicated before they take effect where reasonably practical.

Price changes will apply only to future billing periods after reasonable notice.

20. General

The Clinic may not transfer its subscription to another business without Patient Value’s written permission.

Patient Value may use contractors and service providers to deliver parts of the Service, subject to appropriate confidentiality and data-protection obligations.

If part of these Terms is unenforceable, the remaining terms will continue to apply.

A delay in enforcing a right does not waive that right.

These Terms and any related dispute are governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction unless applicable law requires otherwise.

21. Electronic acceptance

By selecting the acceptance checkbox and completing payment, the Clinic confirms that:

  • it has read and accepted these Business Subscription Terms;

  • it has reviewed the Patient Value Privacy Notice;

  • it accepts the applicable Data Processing Agreement;

  • it is authorised to act for the Clinic; and

  • it authorises the recurring subscription payments displayed during checkout.

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