Terms of service

The service

Velo Health provides asynchronous text consultations with GMC-registered UK doctors for the purpose of assessing requests for medical certificates. It is not an emergency service and does not replace your GP. If you are seriously unwell, call 999 or NHS 111.

A consultation is a clinical assessment, not a purchase of a certificate. The doctor decides, in their professional judgement, whether a certificate is appropriate.

Payment and refunds

You pay when you submit your request. If the doctor declines to issue a certificate, you receive an automatic full refund to your original payment method. If the doctor issues a certificate, the fee is earned and non-refundable.

If you do not respond to the doctor’s questions, your case is set aside and closed after 24 hours without a refund, as clinical time has been committed to your case.

Your responsibilities

You must be 18 or over, provide accurate information, upload genuine identification, and use the service only for yourself. Providing false information to obtain a medical certificate may be a criminal offence and will result in refusal without refund.

Certificates relate to the dates and condition assessed. Altering a certificate invalidates it.

Certificates

Certificates are issued as signed PDFs, emailed to you and available from your dashboard. Each carries a unique reference that employers or institutions can raise with us via the contact page to confirm authenticity.

Complaints

If you are unhappy with the service, use the complaints form on the contact page. Every complaint receives a ticket reference and is reviewed by our clinical administration team.

Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, or any other liability that cannot lawfully be limited. The service is provided for certificate assessment only; decisions made by third parties (such as employers) based on a certificate are outside our control.