Terms and Conditions


GP Web

By purchasing an annual licence, the client is entitled to full access to Help2Change CIC's GP Web product for one year. The product comprises of:

A web-based service hosted on a server backed by service level agreements providing for the following:

  • Guaranteed network uptime of 99.9% on an annual basis. If we fall below the guaranteed network uptime, we will compensate you as follows, excluding scheduled maintenance:
    •       99.9% - 99.0% uptime: 1-month free hosting
    •       An additional month of free hosting for every 1% of uptime lost below 99.00%.
  • Telephone support during office hours 9.30am – 4.30pm Monday to Friday excluding Bank Holidays.
  • Email support during office hours 9.30am – 4.30pm Monday to Friday excluding Bank Holidays.
  • Access to all updates, improvements and additions to the product made by Help2Change CIC during the year.
  • Nightly backup of the website content.
  • Secure storage of data in industry standard and compliant data centres.
  • If required, the management and retention of a domain name commencing on the date stipulated on the invoice for the product or on some other date if agreed upon by both Help2Change CIC and the client. The domain name will be renewed annually 30 days before expiry. Domains may be transferred at the client's request to an alternative provider at a cost of £49 by Help2Change CIC within 30 days of the request.

The client shall confirm an order to Help2Change CIC in writing or in email correspondence. The client shall be responsible for ensuring the accuracy of the terms of any order (including any applicable specification) submitted by the client, and for giving Help2Change CIC all necessary information in relation to the transfer and/or redirection of domain names within a sufficient time to enable Help2Change CIC to supply the product at the agreed time. The exact specifications for the Product shall be those set out in Help2Change CIC quotation or acknowledgement of order.

Prices charged will be subject to VAT, unless otherwise stated. Annual licence charges may increase annually in line with inflation without prior notice. Any increase in fee beyond a reasonable rise to account for inflation will be preceded by an email notification at least one month prior to the rise. Our hosting fee starts from when you sign up.

Purchase & Setup

The standard website includes the patient facing pages and staff zone (behind a staff login).

We provide FREE site design and customisation of the site to your local area. We also provide FREE installation.

One free training session per PCN for nominated staff editors. Additional training can be done for new staff etc at a cost of £49 per session.

PCN sites will be available to use from 7 days after completion of the website set up form.

Cloud Hosting

Cloud hosting is based on the space and level of data transfers you make each month.

Included in the basic hosting charge is the management of the homepage & Health TV. 

Content Updating

Content updates can be done by Help2Change CIC. There are no limits on the number of updates you can do per month. Updates will be put onto your site within 1 working day.

All updates to be sent to quoting your customer reference number.

Domain Name

A FREE domain name is included in the format www.yourPCNname.gpweb.org.uk

PCN can choose a dedicated domain name to host your PCN Website at a cost of £49 per year for registration, security and support from Help2Change CIC.

If PCNs own a domain name this can use this to host the PCN site. It is the responsibility of the PCN to maintain this domain name and Help2Change CIC accept no responsibility should the PCN not continue the registration of the PCN owned domain name. PCN will need to continue this registration and pay any renewals for the domain names registered with an external party, for the site to remain visible on the internet. Alternatively, you can transfer the domain name to Help2Change CIC for us to manage for £49 per year.

Microsites

Help2Change CIC can host each of your GP Practice sites within the PCN site.

Cloud hosting is based on the space and level of data transfers you make each month per GP Practice.

Set up of the microsites is charged at £149 per GP Practice. This includes the transfer of all data from your existing GP Practice site to your new PCN Practice Microsite.

If you subscribe to the PCN Content Updating service for your PCN site, you can add content updating of your practice site for an additional £5 per month per GP Practice Microsite.

PCN Patient Participation Group Area

A separate secure section behind a login can be added to your site allowing for members of your PPG to have a dedicated area for their use. The cost of this is £10 per month.

Forms Service

The following forms are available to use for FREE in the standard PCN website:

  • Contact the PCN
  • Join the Patient Group
  • Basic PCN Service referral form
  • Friends & Family Test (Microsite form)
  • Update your details (Microsite form)
  • Join the Surgery Patient Group (Microsite form)

This includes secure automated emails to the patient and to a PCN/practice administrator. Additional forms can be developed on request at a cost of £90 per form. Alternatively, you can subscribe to the Forms Service (£25 per month) which allows you to have 6 bespoke forms per web domain per year created for you, including free updates. Data entered into the forms will be sent by secure email to an email address/s of your choice. Data can also be extracted via CSV/excel file on request. Unused credits will be carried forward to the following 12 months.

Newsletter Service

PCNs can subscribe to the Help2Change CIC managed newsletter subscription. PCNs will be able to choose from a number of newsletter templates which will be personalised with PCN information. Articles for the newsletter can be provided by the PCN or via the news articles created for their PCN website.

Alternative newsletter functionality - Setup of a ‘SendinBlue’ account which is charged at £49.

Development Work

Site Development Work (structural changes or additional functionality) bespoke to your PCN is charged at £49 per hour. All costs to be agreed in advance with the PCN.

Self Help Guide

Annual updates to the Written Self Help Guide can be done by Help2Change CIC for £49 per year, which will include the insertion of any new topics created. (If you subscribe to the content updates, this will be included as part of that fee).

Payment is due within 30 days of receipt of the invoice. Help2Change CIC reserves the right to remove the product from the internet where payment is not received in accordance with any alternative terms of payment agreed in writing. No cash or other discount is allowed unless agreed in writing by Help2Change CIC.

Copyright of all material originated by Help2Change CIC, either in the form of pre-contract documentation or as text, images, research papers or electronically stored code for the manipulation, transmission and presentation of information, remains vested in Help2Change CIC. The client agrees to indemnify Help2Change CIC against all liabilities costs, damage, damages and expenses which Help2Change CIC may incur as a result of content added to the site by the client and which involve infringement of any copyright, patent or other intellectual or property right.

Help2Change CIC are not responsible for updating content unless PCNs have subscribed to the content updating service.  Help2Change CIC provide surgeries/clients with a fully functional content management system allowing practices/clients to add/edit all content and images within their website.

Help2Change CIC shall not be liable to the client by reason of any representation (unless fraudulent) or any implied warranty, condition or other item or any duty at common law, or under the express terms of this or any other contract, for any indirect, special or consequential loss or damage whatsoever (including but not limited to loss of profit, business, contracts or goodwill), costs, expenses or other claims for direct or indirect or consequential compensation whatsoever (and whether caused by the negligence of Help2Change CIC, its employees or agents or otherwise). Help2Change CIC will not be liable for any loss, damage, cost, expense or injury of any kind, whether direct, consequential or otherwise, arising in connection with the execution of a contract or the use or failure of the goods supplied or any defect in them, or from any other cause whether or not due to the acts or omissions of Help2Change CIC, its staff, contractors, or its agents, in excess of the contract invoice value. Nothing in this condition shall exclude or limit Help2Change CIC liability for personal injury or death arising from Help2Change CIC negligence. No forbearance delay or indulgence by Help2Change CIC in enforcing the provisions of the Contract shall prejudice or restrict the rights of Help2Change CIC nor shall any waiver of its rights operate as a waiver of any subsequent breach and any right power or remedy herein conferred upon or reserved for Help2Change CIC is exclusive of any other right power or remedy available to Help2Change CIC and each of its rights powers or remedies shall be cumulative.

Help2Change CIC disclaims, to the extent permissible by law, all liability for defects in software products or for misconfiguration or misuse thereof. The product and all further services shall be delivered and performed in a timely, professional and workmanlike manner.

Help2Change CIC shall not be liable to the client for any loss or damage which may be suffered by the client as a result of the delivery of the product being delayed, revented, hindered or made uneconomic by reason or circumstances or events beyond Help2Change CIC control including, but not limited to:

  • Act of God, or riot, strike, lock-out, trade dispute, labour disturbance, restriction or ban on overtime, accident, fire, flood or storm difficulty or increased expense
  • Failure by the client to give adequate instructions or supply the necessary information in due time
  • Failure by any third-party to carry out their part of the work or otherwise perform their obligations when required.

Help2Change CIC may terminate this agreement immediately if the client fails to pay any sum due under it on the due date (time being of the essence regarding payment) or immediately if the client commits a material breach of any term of this agreement and which (in the case of a breach capable of being remedied) has not been remedied within 7 days of a written request remedy the same from Help2Change CIC. Any termination of this contract shall be without prejudice to any of Help2Change CICs other rights or remedies.

Health Coach

By purchasing an annual licence, the client is entitled to access Help2Change CIC's Health Coach product for one year. The product comprises of a web-based portal/platform providing online support to patients suffering from selected medical conditions or behavioural risks, such as pre-diabetes, smoking or obesity.  It will be hosted on a server backed by service level agreements providing for the following:

  • Guaranteed network uptime of 99.9% on an annual basis. If we fall below the guaranteed network uptime, we will compensate you as follows, excluding scheduled maintenance:
    •       99.9% - 99.0% uptime: 1-month free hosting
    •       An additional month of free hosting for every 1% of uptime lost below 99.0%.
  • Telephone support during office hours 9.30am – 4.30pm Monday to Friday excluding Bank Holidays.
  • Email support during office hours 9.30am – 4.30pm Monday to Friday excluding Bank Holidays.
  • Access to all updates, improvements and additions to the product made by Help2Change CIC during the year.
  • Nightly backup of the Health Coach portal/platform.
  • Secure storage of data in industry standard and compliant data centres.

The client shall confirm an order to Help2Change CIC in writing or in email correspondence. The client shall be responsible for ensuring the accuracy of the terms of any order (including any applicable specification) submitted by the client, and for giving Help2Change CIC all necessary information in relation to the transfer and/or redirection of domain names within a sufficient time to enable Help2Change CIC to supply the product at the agreed time. The exact specifications for the Product shall be those set out in Help2Change CIC quotation or acknowledgement of order.

Prices charged will be subject to VAT, unless otherwise stated. Per-patient charges may increase annually in line with inflation without prior notice. Any increase in fee beyond a reasonable rise to account for inflation will be preceded by an email notification at least one month prior to the rise.

Payment is due within 30 days of receipt of the invoice. Help2Change CIC reserves the right to suspend services where payment is not received in accordance with any alternative terms of payment agreed in writing. No cash or other discount is allowed unless agreed in writing by Help2Change CIC.

Ownership of intellectual property in material that is pre-existing or that is not prepared by us exclusively for the purposes of the Services shall be retained by its original owner. All other intellectual property in any document we prepare while providing the Services shall be our property. We hereby grant a non-transferable licence to you to use the product of the Services for the agreed purpose. You shall not use our name or logo without our prior written consent.

The systems, software, codes, programs, methods, procedures and technical know-how utilised, implemented and operated by Help2Change CIC to provide the services to the client are strictly proprietary and are not being transferred under any title whatsoever unto Client. Any data loaded onto the system during the duration of this agreement will remain the ownership of the client. Should this agreement be terminated it will be the obligation of Help2Change CIC to provide this data to the client and to subsequently appropriately destroy all other copies to comply with Data Protection law.

You shall provide us with complete, accurate and up-to date Information to enable us to provide the Services. You shall inform us of any additional Information of which you become aware that may be relevant to the Services. You warrant that you have all necessary authorisation (including under Data Protection Legislation regarding Personal Data) to supply such Information and that its provision does not infringe the rights of any third party. You shall not be entitled to assume that information provided to us in another context will be considered for the purposes of providing the Services.

Help2Change CIC shall not be liable to the client by reason of any representation (unless fraudulent) or any implied warranty, condition or other item or any duty at common law, or under the express terms of this or any other contract, for any indirect, special or consequential loss or damage whatsoever (including but not limited to loss of profit, business, contracts or goodwill), costs, expenses or other claims for direct or indirect or consequential compensation whatsoever (and whether caused by the negligence of Help2Change CIC, its employees or agents or otherwise). Help2Change CIC will not be liable for any loss, damage, cost, expense or injury of any kind, whether direct, consequential or otherwise, arising in connection with the execution of a contract or the use or failure of the goods supplied or any defect in them, or from any other cause whether or not due to the acts or omissions of Help2Change CIC, its staff, contractors, or its agents, in excess of the contract invoice value. Nothing in this condition shall exclude or limit Help2Change CIC liability for personal injury or death arising from Help2Change CIC negligence. No forbearance delay or indulgence by Help2Change CIC in enforcing the provisions of the Contract shall prejudice or restrict the rights of Help2Change CIC nor shall any waiver of its rights operate as a waiver of any subsequent breach and any right power or remedy herein conferred upon or reserved for Help2Change CIC is exclusive of any other right power or remedy available to Help2Change CIC and each of its rights powers or remedies shall be cumulative.

Help2Change CIC disclaims, to the extent permissible by law, all liability for defects in software products or for misconfiguration or misuse thereof. The product and all further services shall be delivered and performed in a timely, professional and workmanlike manner.

Help2Change CIC shall not be liable to the client for any loss or damage which may be suffered by the client as a result of the delivery of the product being delayed, revented, hindered or made uneconomic by reason or circumstances or events beyond Help2Change CIC control including, but not limited to:

  • Act of God, or riot, strike, lock-out, trade dispute, labour disturbance, restriction or ban on overtime, accident, fire, flood or storm difficulty or increased expense
  • Failure by the client to give adequate instructions or supply the necessary information in due time
  • Failure by any third-party to carry out their part of the work or otherwise perform their obligations when required.

Help2Change CIC may terminate this agreement immediately if the client fails to pay any sum due under it on the due date (time being of the essence regarding payment) or immediately if the client commits a material breach of any term of this agreement and which (in the case of a breach capable of being remedied) has not been remedied within 7 days of a written request remedy the same from Help2Change CIC. Any termination of this contract shall be without prejudice to any of Help2Change CICs other rights or remedies. 


General Terms & Conditions

Help2Change CIC endeavours to provide its clients with the highest level of service at all times, and reserves the right to change the terms, conditions, and notices under which its services are offered.

Help2Change CIC undertakes to respond to all email communication from clients within 7 working days of receipt.

If you are a consumer, you have a right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel this Agreement within 14 days of receiving it. Your notice to terminate the Agreement must be made clearly in writing. If you have requested us to start work within the cancellation period and you then cancel, you will be liable for our reasonable charges up to the date of cancellation.

Last Updated: July 2021.