Terms & Conditions

1. Introduction

These Terms & Conditions are here to make the agreement clear before you use a WardWise service.

The WardWise exists to help patients, families and carers understand, organise and prepare before important healthcare conversations. These Terms & Conditions explain how the website, services, digital products, bookings and payments work.

By using the WardWise website, booking a session, purchasing a product, joining a Healthcare Journey Package, or otherwise using a WardWise service, you agree to these Terms & Conditions.

2. Guiding principles

Clarity before commitment. Understanding before consent. Honest boundaries. Professional communication. Shared understanding. Continuous improvement.

2. About The WardWise

The WardWise is a healthcare clarity publication and support service. It is designed for people who are trying to understand what has happened, what is being said, what remains unclear, and what they may need to ask before the next healthcare conversation.

WardWise may provide articles, guides, digital tools, downloadable products, one-to-one clarity sessions, structured preparation, written summaries, question lists, healthcare timelines and ongoing support packages.

The purpose of WardWise is to help people understand, organise and prepare. It does not replace doctors, nurses, pharmacists, allied health professionals, emergency services, solicitors, advocates or any regulated healthcare service.

3. The WardWise position

WardWise does not interpret medicine as a specialist clinician. WardWise helps people make sense of healthcare when information becomes fragmented across appointments, departments and healthcare teams.

WardWise may help you understand what a letter appears to say, identify what remains unclear, organise questions, compare information across documents, and prepare for a conversation with your healthcare team.

WardWise does not tell you what diagnosis you have, what treatment you should accept or refuse, whether a clinician is right or wrong, or what medical decision you should make.

4. Services covered by these terms

These Terms & Conditions apply to all WardWise services and products, including:

• free website articles and guides
• downloadable digital products
• paid tools, records, clarity packs and bundles
• Focused Clarity Calls
• Private Clarity Sessions
• Healthcare Journey Package support
• written summaries, timelines, question logs and preparation documents
• email support or follow-up directly connected to a booked service
• future WardWise services, unless separate terms are provided

5. Free content and educational material

WardWise articles, guides and free materials are provided for general educational and organisational purposes. They are intended to help you recognise situations, ask better questions, organise information and prepare for healthcare conversations.

Free content is not tailored medical advice. It should not be used as a substitute for professional assessment, diagnosis, treatment, urgent care, legal advice or safeguarding support.

If you are worried about symptoms, deterioration, safety, medication, treatment, test results or urgent clinical risk, contact an appropriate healthcare professional or emergency service.

6. Paid digital products

WardWise may sell digital products such as templates, records, question packs, clarity packs, bundles, checklists or downloadable guides.

Digital products are designed to support preparation and understanding. They do not guarantee a particular healthcare outcome, decision, diagnosis, escalation result, discharge plan, appointment outcome or complaint result.

When you buy a digital product, you are purchasing access to the specific product described at the time of purchase. Unless otherwise stated, digital products are for personal use only and may not be resold, copied, redistributed, republished or used to create competing products.

7. One-to-one services

WardWise one-to-one services are designed to help you slow down a healthcare situation, organise what is happening, prepare questions, understand documents more clearly, and identify what needs to be discussed with healthcare professionals.

One-to-one services may include live conversations, preparation before appointments, debriefing after appointments, document organisation, timeline building, plain-English summaries and question preparation.

The exact scope of a session depends on the service booked, the time available, the information provided and the nature of the situation.

8. Healthcare Journey Package

The Healthcare Journey Package is a three-month structured continuity programme. It is designed for healthcare situations that unfold over time, involve several appointments, or become fragmented across teams, departments, letters, results or decisions.

The package normally includes six scheduled private WardWise sessions over three months, written summaries, preparation before important conversations, debrief after significant updates, a maintained healthcare timeline, a running question log, and relevant email support between sessions.

Your first booking confirms the initial session. The remaining sessions are arranged together during the programme, according to the healthcare journey and practical availability.

The package provides continuity and organisation. It is not unlimited access, emergency support, clinical case management, regulated advocacy or a replacement for healthcare professionals.

9. Bookings

Bookings may be made through Calendly or another booking system used by WardWise. A booking is normally confirmed when the booking process is completed and any required payment has been made.

You are responsible for providing accurate contact details, attending at the agreed time, checking confirmation emails, and ensuring that you have a suitable internet connection or telephone access where relevant.

If a booking confirmation, meeting link or reminder does not arrive, you should contact WardWise as soon as possible.

10. Payments

Payment is usually required at the time of booking or purchase. Prices are shown on the website, booking page, product page or invoice at the time of purchase.

Payment may be handled by third-party payment providers such as Stripe or other providers. WardWise does not normally store full payment card details.

Where a price is shown incorrectly because of a clear error, WardWise may correct the error and, where appropriate, offer you the opportunity to continue at the correct price or receive a refund.

11. When a contract is formed

In plain English, a contract is normally formed when you choose a service or product, provide the required information, accept the booking or purchase process, and make payment where payment is required.

You do not usually need to sign a separate paper contract for a WardWise session. The agreement is made through the service description, these Terms & Conditions, any relevant policy pages, the booking information and the payment or purchase process.

For larger or bespoke services, WardWise may provide additional written terms, a proposal, a welcome agreement or a service summary. If those documents are provided, they may form part of the agreement.

12. Client responsibilities

To help WardWise provide a clear and useful service, you agree to:

• provide accurate information to the best of your knowledge
• avoid deliberately withholding important information that affects the work requested
• share only documents or information that are relevant to the support requested
• obtain appropriate permission before sharing information about another person where needed
• understand that WardWise does not replace healthcare professionals
• seek urgent medical help where urgent or emergency help is needed
• use WardWise summaries, questions and preparation documents responsibly
• communicate respectfully

13. WardWise responsibilities

WardWise will aim to:

• provide the service described at the time of booking or purchase
• communicate clearly and professionally
• handle personal and healthcare-related information with care
• explain information in plain English where possible
• help organise questions, timelines and next steps
• stay within the stated scope of the service
• be clear when something needs to be taken back to a healthcare professional

14. Service boundaries

WardWise does not provide:

• medical diagnosis
• treatment recommendations
• prescribing
• medication changes
• emergency medical advice
• nursing care
• regulated advocacy
• legal advice
• mental health crisis support
• safeguarding investigation
• a replacement for your GP, consultant, nurse, pharmacist, solicitor or emergency service

If a matter is urgent, clinically serious, legally complex, or outside the WardWise scope, you may be advised to contact the appropriate professional or service.

15. Healthcare decisions

Healthcare decisions remain between you and your healthcare professionals. WardWise may help you understand what has been written, identify questions and prepare for conversations, but it does not make decisions for you.

You should not start, stop, refuse, change or delay treatment, medication, investigation or clinical advice because of WardWise content or sessions without discussing the matter with an appropriate healthcare professional.

16. Urgent and emergency situations

WardWise is not an emergency service. It is not suitable for urgent deterioration, severe symptoms, immediate risk, safeguarding emergencies, suicidal crisis, acute confusion, breathing difficulty, chest pain, stroke symptoms, severe bleeding, overdose or any situation requiring urgent clinical response.

In the UK, call 999 in an emergency or use NHS 111 where appropriate. If you are outside the UK, contact the relevant local emergency service.

17. Documents and information you share

You may choose to share letters, results, discharge summaries, medication lists, appointment notes, questions or other documents. These may be used to support the service you have requested.

You are responsible for deciding what to share. Please avoid sending material that is not relevant, excessive, or belongs to someone else without appropriate permission.

WardWise may not be able to review large volumes of material within a single session unless that review has been agreed as part of the service or package.

18. AI support

WardWise may use AI tools to help organise information, draft summaries, compare documents, explain terminology, improve wording, structure timelines and prepare clearer questions.

AI supports the WardWise process but does not replace human judgement. It does not diagnose, prescribe, make treatment decisions or replace healthcare professionals.

Information shared with AI tools should be limited to what is relevant and handled in line with the Privacy Policy.

19. Written summaries and follow-up documents

Where a service includes a written summary, timeline, question list or preparation document, that material is provided to support your understanding and preparation.

Such documents are not medical records, clinical notes, legal documents or instructions to healthcare professionals. They are organisational and educational documents intended to help you prepare for conversations.

You are responsible for checking any summary and telling WardWise if something appears inaccurate or incomplete.

20. Rescheduling, cancellations and refunds

Rescheduling, cancellations and refunds are handled according to the Booking & Cancellation Policy. That policy forms part of these Terms & Conditions.

In general, where time has been reserved and a booking is cancelled at short notice, a refund may not be available. Where exceptional circumstances arise, WardWise will aim to respond fairly while also protecting reserved professional time.

Healthcare Journey Package cancellations are treated differently from one-off sessions because dedicated capacity is reserved over a longer period.

21. Digital product refunds

Digital products may be available immediately after purchase. Where digital content is accessed or downloaded, refund rights may be limited in accordance with applicable consumer law and the terms shown at the point of purchase.

If there is a technical problem with a digital product, WardWise will try to resolve the issue or provide a replacement where appropriate.

22. Intellectual property

WardWise articles, guides, products, templates, summaries, frameworks, wording, design, images, documents and downloads are protected by copyright and other intellectual property rights.

You may use WardWise materials for personal, family or caring purposes connected to your own healthcare situation unless otherwise stated.

You may not copy, resell, redistribute, republish, adapt, scrape, upload, reproduce, train systems on, or use WardWise materials to create competing products or services without written permission.

23. Website availability

The WardWise website is provided on an “as available” basis. WardWise will aim to keep the website accessible and useful, but it cannot guarantee uninterrupted access, error-free operation or permanent availability of every page, link, product or service.

Content may be updated, changed, removed or reorganised as the publication develops.

24. External links

The website may link to external websites such as Calendly, payment providers, official NHS resources, regulators, product platforms or other organisations.

WardWise cannot accept responsibility for the content, accuracy, policies, security or availability of external websites. You should review their own terms and privacy policies where relevant.

25. Privacy and confidentiality

WardWise handles personal information according to the Privacy Policy. The Privacy Policy forms part of the wider trust framework for WardWise services.

Client information is treated as confidential, subject to the practical and legal limits explained in the Privacy Policy and any relevant service terms.

26. Complaints and concerns

If you are unhappy with a WardWise service, product or communication, please contact WardWise as soon as possible so the concern can be understood and addressed.

WardWise will aim to respond fairly, calmly and constructively. Depending on the issue, possible outcomes may include clarification, correction, replacement materials, rescheduling, partial refund, or another reasonable step.

27. Limitation of liability

Nothing in these Terms & Conditions attempts to exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or rights that cannot be excluded under consumer law.

WardWise cannot accept responsibility for clinical decisions made by healthcare professionals, decisions made by you or your family, outcomes of appointments, delays within healthcare systems, changes in diagnosis, treatment decisions, investigation outcomes, hospital decisions, discharge decisions, complaint outcomes or emergency events.

WardWise provides educational and organisational support. You remain responsible for seeking appropriate clinical, legal, emergency or professional advice where needed.

28. Changes to services and terms

WardWise may update services, prices, products, pages, policies and these Terms & Conditions as the publication and services develop.

The terms that apply to a purchase or booking will usually be the terms available at the time of that purchase or booking, unless a later change is required by law or is agreed with you.

29. Governing law

These Terms & Conditions are intended to be governed by the laws of England and Wales, unless another law applies because of mandatory consumer protection rules.

If a dispute cannot be resolved informally, it may be dealt with by the courts of England and Wales, subject to any rights you have under applicable consumer law.

30. Document information

31. Our commitment

If these Terms & Conditions ever become difficult to understand, then they have failed their purpose.

If anything in this document is unclear, please ask before using a WardWise service.

32. Contact

For questions about these Terms & Conditions, contact:

Email: hello@thewardwise.co.uk

Website: thewardwise.co.uk