Our Terms and Conditions

Our goal

At Reach, our vision is for everyone to have their own personal recovery coach. Above all, your health and recovery is our number 1 focus.

When you use Reach services, our Physiotherapist practitioners serve you from Denmark.  We are registered as a medical device with the Danish Medicines Agency. Because we're dealing with your health, we need to explain our services to you in detail in these terms and conditions.

Please read these terms carefully so that you understand them. These terms cover all the services we provide to you through our our website www.reachactive.co (website) and app. You will be asked to accept these terms as part of the sign-up process.

The way we work is simple: we’re here to get you back to your best and we will always do the right thing to ensure you have the best possible experience. We hold ourselves to the highest legal and ethical standards and we will never jeopardise your trust in us by failing to live up to these ideals.

We value hearing from you so if you have any questions or ideas, don’t hesitate to get in touch by emailing support@reachactive.co.

There are some important limitations on our obligations set out in these terms. The most important of these are:

  • We provide remote recovery advice and information services. Some conditions are not suitable for remote advice and we recommend that you check our FAQs prior to use of the services which may help you in assessing their suitability in relation to your symptoms (see sections B and I)
  • We need certain information from you in order to provide services (see section C)
  • We can't take responsibility for laws outside the UK and Denmark governing access to our services. Some of our services are specifically designed for use in the UK and Denmark, and if you use them elsewhere you should check in your country or region that it is appropriate and lawful for you to do so (see section E)
  • The Website is not suitable for managing medical emergencies (see section B2)
  • The product is not suitable for use by persons under 16 (see section F).

We may amend these Terms from time to time as set out in section N. Please check to ensure you understand the terms that will apply at the time you enter into any transaction with the Company.

These terms include descriptions of each section, in bold text. These descriptions are to help you understand the terms but they are not part of the terms.

A) About us

About us and our services

We provide muscle and joint pain recovery services using our Website and App. Our services provide symptom assessments, consultations, information and video-based programs.

  • Our services are built and provided by qualified Physiotherapist professionals and reviewed by third party Doctors (Practitioners) based in Denmark.
  • We are Reach Active ApS, a limited company registered in Denmark (CVR number 38871862) (Company). Our registered office is Heinesgade 14, 4. th, 2200 København N, Denmark. Our principal place of business is Founders, Skelbækgade 2, 1717 København V, Denmark.
  • You can contact us by email at support@reachactive.co If you need to write to us or send us a notice under these terms you can do so by email or writing to the above addresses.

B) Our services

What our services cover, and what you need to check yourself when you use our services

  • We provide our services remotely, using our Website and App, and remote communication methods such as email. Our services include:

    a) Assessment of symptoms through questions and movement tests to determine the best course of action for your recovery needs
    b) Personalised recovery programs that include 3-6 video-based exercises that you follow remotely
    c) Feedback questions about your exercises which are used to adapt and evolve your plan with different exercises
    d) The ability to ask questions of our Physiotherapists which may take written, voice or video calling formats
    e) Our Monitoring service, which monitors your health (see section H)
    f) Access to your recovery records
  • The outcome of your assessment is an automated process which has been developed and is overseen by our highly skilled and experienced physiotherapists. Your health is our number one priority so it is set to pick up any potential health problems from your answers, which will then be reviewed by our physio team who will advise you on the best course of action. If you would prefer to opt out of the automated process please let us know by emailing support@reachactive.co
  • Some conditions are not suitable for remote recovery, and you should always seek advice from a medical practitioner or Physiotherapist in person if you are unsure about whether you have been able to explain or communicate your symptoms through our services, follow the exercises we recommend, or if you have any concerns about the advice you receive from us or if it is different from other advice you have received. All services are currently only provided in English.
  • You should not use our services in an emergency, or if you have a condition that you know will require a physical examination.
  • We provide our services using reasonable skill and care from appropriately qualified, and experienced, staff and Practitioners. If you think that our services have not met this standard, please contact us as soon as possible. We will fix or re-perform, without charge, any services we agree do not meet this standard.
  • Practitioners are Physiotherapists registered with the Danish Patient and Safety Authority or other appropriate professional register, who have committed to provide services in accordance with recovery best practice and applicable professional standards.
  • We protect your personal healthcare information in accordance with our Privacy Policy and applicable standards on the handling of personal data in Denmark.

C) What we need from you in order to provide services

We can't provide our services without certain information and other things from you

  • We can only provide the services in accordance with these terms if you provide us with the information we need in order to help you. You must be careful that:

    a) Any information you give to us or a Practitioner, or enter into the website is accurate and in English, in particular this is very important when answering questions in your assessment and when providing feedback following your exercises;
    b) If you have any concerns about the services we provide you or any information in the Website and App, you should seek further medical advice from a medical professional
    c) You follow any instructions you are given by Practitioners or the exercise in your personal program, in particular this is very important when following the technique for each exercise we recommend, as well as the number of sets, repetitions and frequency per week
    d) You follow any instructions regarding the use of any recovery products we recommend
    e) You report any adverse or unexpected effects of treatments we recommend to us within a reasonable timeframe
    f) You tell us if any of our information about you is or becomes inaccurate or incomplete
    g) You use our services only for yourself
  • We tailor our services to suit you and rely on an accurate record of your use of services in order to do this. Please do not therefore register more than once for our services.

D) Technical requirements for using the Website and App

The Website and App includes software provided by people other than the Company, and uses certain data that you provide to it in order to work

  • The Website, App and any remote video calls operates best on a consistent 4G or faster data connection and does not operate reliably on 3G, GPRS or EDGE connections.
  • We recommend that if you are using a wireless network to access the website, you avoid use of public wi-fi facilities in favour of a personal wi-fi connection, and that the wireless network is secured with WPA-2 security. We recommend that the device from which you access the website is password protected, set to lock after a short period of inactivity, and protected with suitable anti-virus and anti-malware software.

E) Regulation of our services

Accessing our services outside the UK and Republic of Ireland

  • Our services are available to any adult in the UK.
  • Our services are provided from facilities in Denmark, and we are registered as a medical device with the Danish Medicines Agency (whose website is https://laegemiddelstyrelsen.dk/en/).
  • If you are accessing our services from outside the UK, you should check whether it is lawful to access our services in the territory where you are. We provide our services in compliance with UK and Danish law, and cannot take responsibility for any differences between those rules and any different rules applying to healthcare services anywhere else.

F) Children and our services

Our services are currently designed for use by adults only

  • Our services are for use by adults over the age of 16.
  • We may suspend services or terminate user accounts if we reasonably suspect that they are being used in breach of the restrictions in this Section F.

G) Product sales

We may in the future provide services which enable your purchase of products from third party sellers working with us

  • The Website and App may enable your purchase of healthcare and other products (Products) sold by our third party product partners (Suppliers).
  • If you use the Website or App to order a Product, our responsibility is to place that order on your behalf with its Supplier. Your contract for supply of a Product is with the Supplier, not with us and the Supplier is responsible for Product sourcing, quality and delivery.
  • As part of the Product order process, a Supplier will contact you with the terms and conditions applying to your Product order including your right to cancel.
  • Please contact us if you have any issues with your Product order. We will, acting on your behalf, raise these with the Supplier.
  • Product images on the Website and App are illustrations and we do not enable the ordering of Products accurately reflecting their colours as shown on the Website.
  • Where applicable, we will collect payment for your Product order when it is made, but will refund your payment if the Product ordered is not in stock or cannot be supplied. If a Supplier makes a refund of amounts paid by you to us, we will pass that refund to you.

H) Monitoring services

What our Monitoring service does, what you can rely on it to provide, and when you shouldn't use it

  • The Website and App are able to display data resulting from clinical investigation, other clinical data and other fitness and wellness related data regarding you for monitoring (Monitoring).
  • Data may be input into the Website and App for Monitoring:
    a) Manually by you
    b) Through third party devices or data streams which connect with the Website and App
    c) And via data received from or inputted via other parts of the Website, for example as a result of undertaking an assessment or a video-call.
  • Monitoring enables the display of data only, is limited to the receipt of data from the above sources, does not provide diagnostic or other advice or recommendations and does not provide a complete or up to date record of your health at any given time.
  • It is your responsibility to update the data stored for Monitoring and to ensure that it is current and up to date. We do not update or monitor the data in your account nor accept responsibility for ensuring that all activity through the Website and App is logged for Monitoring.
  • Monitoring may make use of data feeds from third party providers, including third party providers to which you provide access. You acknowledge and agree that available data feeds may vary from time to time, that the we make no guarantee that any particular data feed will be available or available at a particular time, that data feeds may require your authorisation in order to be accessible to you via the Website and App, and that we will have access to and may store data feeds and data to which you authorise access.
  • Monitoring services are not a medical device nor should they be used for diagnosis or treatment of any condition. It is intended as an information aid only.
  • Monitoring may display certain information relating to you derived from data stored for you (for example, body mass index) and recognised guidelines. You should note however that any such display or information provided is based on generic data and assumptions and is not designed to be and may not be used for personalised advice. It should therefore be treated as a general guide and is not a substitute for personal medical advice or diagnosis. It will in addition be based on a number of assumptions that may or may not be accurate or applicable to you. No responsibility is taken for any action or omission that you may take based on in connection with or in reliance upon any information shown in Monitoring.

I) Other limits on our service

Other limitations and restrictions on the use of services

  • We do not guarantee the availability of any particular Physiotherapist at any particular time. We will do what we can to arrange a consultation with a Physiotherapist as soon as possible, but do not guarantee to offer consultations within a particular time. Consultations generally are limited to 15-30 minute durations.
  • It is important to read the FAQs prior to using the Website and App so that you can assess whether it is suitable to use the services based on your symptoms. Where the information returned recommends that you seek further medical advice, you acknowledge that you are responsible for seeking such advice from a Doctor, Physiotherapist or other medical professional.
  • Physiotherapists and Doctors may hold different clinical opinions on the same condition or symptoms and provided these opinions are reasonably held, the fact that two or more Practitioners give different opinions in the course of service provision does not necessarily indicate that our services are defective.
  • We do not tolerate abuse or offensive behaviour towards Practitioners.
  • Our services are designed to be accessed remotely by any of our customers, and are not designed for non-English speakers, for excessive use (having regard to the typical use pattern for our services in our reasonable opinion), time-wasting (such as unreasonable cancellation of appointments) or inappropriate use.
  • We may need to ask you for certain personal information in order to provide our services. If you do not provide this information when requested, we may be unable to provide our services.
  • The Website and App have not been developed to meet your individual requirements, and that it is therefore your responsibility to ensure that the facilities and functions of the Website and App meet your requirements.
  • We may suspend your access to services or terminate your account with us if your use of services breaches any of these terms.

J) Accessing our services

How to access our services, and limitations and other terms concerning access

  • Our services are accessed remotely using the internet, data networks and devices which can access the internet (Infrastructure) and operate our Website and App. We make the Website and App available for access using Infrastructure, but are not responsible for Infrastructure ourselves. If you wish to use the services, you should ensure you have an internet-enabled device and a sufficient internet connection available.
  • Technical or security threats or issues affecting the Infrastructure may require us to suspend our services in order to ensure they are secure and/or operating optimally. We will minimise these suspensions, but are not responsible to refund charges or compensate you if they occur, unless they exceed 30 days in aggregate in any 12 month period, in which event you may cancel your agreement with us.
  • When you use the Website and App or send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices, alerts, prompts, information fields or other information through the Website or App.
  • We operate anti-virus and malicious software prevention measures on the Website and App, but we cannot guarantee that our services will always be virus-free. You should ensure that your devices used to access services are protected against viruses and malicious software. You must not use or expose the Website or App to virus or malicious software contamination.
  • You must not attempt to gain unauthorised access to the services, Website or App. Installation of the App on a device that has had its operating system compromised by the process of Jailbreaking (Apple iOS) or Rooting (Android) is not permitted and may result in the security of your personal data being compromised.

K) Changes to these terms

What happens if we change these terms

We may need to change these terms sometimes: for example, when the rules regulating our services change, in order to ensure that our services are secure and your information is safe, or when we update or modify our services or our Charges.  If we make a significant change to these terms we will notify you of the change by email.

L) How we may use your personal information

How we use your information

  • We use the personal information you provide to us to:

    a) provide the Website, App and our services
    b) to review and enhance the quality of the Website, App and our services and products, including monitoring compliance with care standards, improving our algorithms, and other forms of artificial intelligence
    c) communicate with Practitioners and our Partners, other medical practitioners, and suppliers or subcontractors of Products, where necessary in order to provide our services
    d) process your payments to us
    e) review and enhance the quality of the services, including monitoring compliance with care standards
    f) comply with our obligations to the regulators of our services and Practitioners, including the Danish Medicines Agency, or as otherwise required by law or regulation
    g) where you request it or have otherwise consented, provide it to your insurers who may contribute to the cost of the Products or Services you request to use
    h) provide information to your other healthcare providers
    i) or detect fraud
  • We only use your personal information in accordance with our Privacy Policy. For details, please see our Privacy Policy. Please take the time to read this, as it includes important terms that apply to you and are integrated into these terms.
  • We will not provide your personal information to any other persons or use it for any other purpose except as set out in this term and in the Privacy Policy.
  • We may use anonymised data for purposes including (without limitation) research.
  • We use a third party to process payments and refunds. We do not store your credit card details. Credit card details are stored securely with a third party in the eventuality of payment being required for future purchases or shortfalls in payments by insurers.

M) Location data and use of the Website and App

How the Website and App uses your data

  • By using the Website, App or any of the services, you consent to us collecting and using technical information about the devices and related software, hardware and peripherals for services that are internet-based or wireless to improve our products and to provide any services to you.
  • Certain services may make use of location data sent from your devices. If you use these services, you consent to our transmission, collection, maintenance, processing and use of your location data and queries to provide and improve location-based products and services. You may withdraw this consent at any time by turning off the location services settings on your device.

N) Consultation recordings

We record consultations and this explains why

  • Authorised members of our health team may utilise consultation recordings for audit and quality monitoring purposes.
  • We may record consultations, activity and data inputted in the Website and App for the purposes of providing our services, ensuring the quality of the services we provide and giving you access to recordings of your use of services.
  • Consultation recordings should not be published on social media or any other media sharing platforms. If you breach this term, we may suspend access to the services, terminate your account and may take legal action against you.

O) Limitations on service provision

Sometimes, you will not be able to receive services – this section explains why

  • We may not be able to provide our services if they are affected by events outside our control. We are not responsible to you if this happens, but if it does, we will notify you as soon as we can and take the steps that we reasonably can to minimise the interruption to our services.
  • If there is the risk of a delay of more than 2 weeks to service performance, you may cancel your agreement with us (and we may do the same).

P) Price and payment

How we calculate the price you pay us for our services, and how you pay us

  • The price of our services will be set out on the Website at the time of our commitment to provide services. Our prices may change at any time, but price changes will not affect any services that you have already ordered.
  • You are responsible for paying the price for our services (Charges) in advance of services being received.
  • Payment is via IOS App Store or Google Play Store.

Q) Our liability to you

Because these terms are part of a binding legal agreement, we must compensate you for loss you suffer if our service doesn't comply with these terms. However, we don't compensate you for all losses. This section is important as it explains those things.

  • If we break any of these terms and you suffer loss or damage, we are responsible for compensating you for that loss or damage if it was a foreseeable result of our breaking these terms.
  • We are not responsible for compensating you for loss or damage that is not a foreseeable result of breaking these terms.
  • We are responsible for compensating you for personal injury or death caused by our negligence or that of our Practitioners or employees, and for defective products where we are legally responsible for their supply.
  • If we provide digital content that is defective and damages a device or other digital content belonging to you, and we have not used our reasonable skill and care, we will compensate you or repair the device or content.
  • We will not be liable for any loss or damage resulting from defective digital content where you have failed to follow our use instructions or advice in these terms.
  • We supply the services for private personal use and we are not responsible for any losses you suffer arising out of the use of the services which are business losses.
  • We design our Website, App and services, to keep your personal health data secure and it is important that you follow the use instructions and advice in these terms in order to keep your data safe. We are not liable for loss or unauthorised access to your data where it results from you not following these use instructions and advice.

R) Our brand and creative material

The basis on which you use our Website, App and services

  • We own copyright and other intellectual property rights in the Website, App, our services and their content, including recordings of consultations (Reach IPR).
  • You are permitted to use Reach IPR in order to receive our services, store it on your device and print copies of it for your personal use. You may communicate material containing Reach IPR to your GP or another medical practitioner. You are not permitted to copy, distribute or make any business use of Reach IPR. You must not remove or obscure any notices regarding Reach IPR.
  • The Reach mark, logo, combined mark and logo and other marks indicated in our Website and App are our trademarks of the Company or its affiliates in the United Kingdom and other countries. Other graphics, logos, page headers, button icons, scripts, and service names are trademarks of other businesses or our affiliates or Partners.

S) License and website/app use

You are allowed to use the Website but not copy it or distribute it

  • We grant you a limited license to access and make personal use of the Website and App and not to modify it, or any portion of it, except with our express written consent of the Company. This license does not include any resale or commercial use of the Website and App and other Services or its contents; any derivative use of the Website and App or its contents; or any use of data mining, robots, or similar data gathering and extraction tools.
  • The Website and App, in whole or partial form may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent. Any unauthorised use terminates the permission or license granted by the Company.
  • You may not use any logo or other proprietary graphic or trademark of ours, our Partners or affiliates without our express written permission.
  • The Website, App or any Service may contain links to other independent third-party websites (Third-party Sites). Third-party Sites are not under our control, and we are not responsible for and do not endorse their content or their privacy policies (if any). You will need to make your own independent judgement regarding your interaction with any Third-party Sites, including the purchase and use of any products or services accessible through them.
  • If any open-source software is included in the Website and App, the terms of an open-source licence may override some of the terms set out in this section.

T) Cancellation by you

You have certain rights to cancel your agreement with us, which this section explains.

  • Subscriptions are paid in advance for a 7 day (1 week) period.
  • You may cancel your subscription at any time, cancelling at least 24 hours notice prior to your auto-renewal day to not be charged for the next week.
  • Refunds are not provided on any part of the week that has already been paid for.

U) Cancellation by us

We may end your agreement with you
a) If the services are unavailable for reasons outside our control as set out in section O
b) if you do not pay us any Charges on time
c) if you do not comply with the conditions on use of services set out in sections F and G
d) if you break any other term of this agreement and do not make good that break within 7 days of when we ask you

V) Complaints and disputes

What happens if you have a complaint about our services or disagree with us about anything to do with these terms

  • You can always give us feedback on our services by contacting us at support@reachactive.co.
  • If you have a complaint about our services, we would like to resolve it as soon as possible. Please tell us about your complaint as soon as you can so that we can do this.
  • If you wish to make a formal complaint about our services, you should do so as soon as possible to support@reachactive.co. We may ask you for certain details about you and your complaint in order to address it. Please provide these as soon as you can so that we can resolve your complaint quickly.
  • Our Practitioners are registered healthcare professionals, and we will handle your complaint in an appropriate way, as we are required by the professional rules applying to our Practitioners and to our services and following our Complaints Procedure.
  • We will tell you the outcome of our investigation into your complaint and give you the chance to discuss it with us. If we have done something wrong, we will apologise to you.
  • If any disagreement between you and us arises in connection with these terms, we will attempt to resolve it by discussing it with you.
  • If we have not resolved a disagreement about these terms, or a complaint about our services, either of us can refer the dispute to mediation.
  • You may also submit a disagreement with us for online resolution to the European Online Dispute Resolution platform at https://webgate.ec.europa.eu/odr (or search "odr Europe").
  • These Terms are governed by English law and, where European Union law so requires, such national consumer laws that provide greater consumer protection than is available under English law. All disputes arising out of or relating to the Agreement shall be subject to the jurisdiction of the Gibraltar courts, except where European Union law requires a specific dispute to be resolved by the courts of another jurisdiction.

W) Other important terms

Other provisions explaining how we may exercise our rights under these terms

  • We may transfer its rights and obligations under these terms to another organisation, but we will always notify you in writing if this happens, and this will not affect your rights under these terms.
  • As our services are personalised, you may only transfer your rights or your obligations under these terms to another person if we agree.
  • The agreement for our services is between you and us, and no-one else. Only you can enforce that agreement.

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