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Each day, we see more businesses moving online to make services more accessible to customers. One type we’ve noticed is health care services, or telehealth services, designed to make it easier for people to seek medical care from the comfort of their own home in 2025.
These services often come in the form of websites or even mobile apps. But it’s important to note essentials like:
- Terms and Conditions
- Privacy Policy
- Service Agreement
From the business owner’s perspective, it is essential to mitigate the risks associated with providing health services online. We’ll explain exactly why this is so important, but first, let’s briefly outline what is considered a healthcare service today.
How Do I Know If I Provide A Healthcare Service?
Healthcare or telehealth services are not limited to hospitals and pharmacies alone. They also extend to offerings such as supplying medical equipment to individuals with specific conditions or operating an online platform that connects people with qualified practitioners.
For example, BetterHelp is an online service that connects people to qualified therapists for psychological support. Although they faced some controversies regarding their Terms & Conditions in the past, by 2025 they have updated their protocols to ensure full compliance and transparency.
If you’re building an online healthcare app or website for your service, you’ve come to the right place. We offer up-to-date guidance to help you navigate the legal landscape of telehealth in 2025.
We’ll cover the essentials you need to know before you build your app, focusing on the legalities you must consider to mitigate the risks associated with delivering health services online.
Mixing health and tech is convenient and user-friendly, but it also places greater responsibility on you as a business owner!
Privacy
As with any online platform, privacy is one of the most critical considerations.
Online businesses handle large volumes of personal and sensitive information, and this is especially true with healthcare services. When you’re developing a healthcare app or website, you will be collecting and managing sensitive health data. In the UK, this type of information is subject to stringent laws.
Mainly, the Data Protection Act 2018 – alongside the UK GDPR – continues to govern the privacy and handling of sensitive information. If you’re collecting such data, there must be a lawful basis for doing so – with consent being one of the key grounds, as detailed both in the Act and our GDPR guide.
The general rule for any online business is that you need a Privacy Policy if you’re collecting personal data. This requirement, mandated by the GDPR, is even more crucial for healthcare services, which process particularly sensitive information.
Why?
Health information is classified as ‘sensitive’ under UK privacy laws. Therefore, a comprehensive Privacy Policy is imperative. It’s advisable to have a lawyer draft and review this document to ensure full compliance with both the UK GDPR and the Data Protection Act. For further insights, explore our Privacy Policy service.
What Is A Privacy Policy?
A Privacy Policy outlines the information you collect from your clients and specifies how you share that data with any relevant third parties. For a healthcare service, it should clearly state how you manage and disclose health information to the medical professionals you partner with.
If you’re offering telehealth services (for instance, via platforms like Zoom), ensure that your setup complies with privacy and data protection requirements. For example, if you intend to record sessions, you must disclose this to your clients and obtain their explicit consent.
What Is Considered ‘Health Information’?
You might be operating a service that appears similar to a traditional healthcare provider, but how can you be sure you’re managing ‘health information’?
Generally speaking, ‘health information’ can include:
- Symptoms reported by a patient
- Details of a diagnosis or illness
- Medical test results or reports
- Prescriptions
- Information about medications a person is taking
- Other personal data gathered by a healthcare provider
Remember, you must obtain a user’s consent before collecting any health information.
Fortunately, a Privacy Policy can be conveniently integrated into your Terms and Conditions – for example, via a simple checkbox during registration. For more detailed examples, see our guide on privacy policies for healthcare service providers.
So, what should your Terms & Conditions look like?
Terms & Conditions
Just like any other website, your online healthcare service needs robust Terms and Conditions. They set out the rules that customers must follow to use your service, addressing key issues such as:
- How payment will be processed
- How disputes will be resolved
- How personal information is collected and shared
- How your liability is limited in the event that something goes wrong
This also applies if your service is delivered through an app available on platforms such as Google Play or the App Store. Clear and accessible Terms and Conditions are essential before customers begin using your service.
Given that healthcare services involve higher risks, it is particularly important to disclose all relevant details and residual risks. For instance, if a client registers and later discovers inaccurate information about a service provider, your T&Cs should clearly state that such discrepancies do not create liability on your part.
For example, imagine you run an online healthcare service called Doctors2Go, which connects patients with doctors based on specific needs. A client, Sam, books a consultation with a GP expecting NHS bulk billing, only to later find out that the doctor is not affiliated with an NHS trust – meaning he must pay the full fee. Consider the impact of your drafted terms and conditions (T&Cs):
| Example Let’s say you run an online healthcare service called Doctors2Go. This service connects people to a doctor based on their specific needs. Sam wants to book a prompt consultation with a GP, expecting the benefits of NHS bulk billing. He selects a doctor whose description suggests NHS affiliation, but later discovers that the doctor is not an NHS trust – resulting in him having to pay the full fee out of pocket. Consider the impact of your drafted T&Cs: • If your T&Cs exclude liability for inaccurate information on the website, you would not be held liable, as Sam agreed to these conditions upon registering. For example, a clause might state, “We are not liable for any inaccurate information displayed on our website, and this does not constitute medical advice.” • If your T&Cs do not include an exclusion of liability clause, you could be held liable for Sam’s reliance on misleading information. It is crucial that your terms clarify the customer’s responsibility for verifying any data provided. Exclusion clauses thus help ensure that any adverse outcomes are addressed directly between the customer and the medical practitioner. |
What Was The Case With Betterhelp?
Back in 2018, Betterhelp faced controversy over its T&Cs – particularly a disclaimer that required users to verify their counsellors’ licensing credentials, which inadvertently suggested that some counsellors were not fully licensed. By 2025, Betterhelp has revised its T&Cs and reinforced transparency, ensuring that every counsellor is fully qualified and subject to a rigorous vetting process.
This example underlines the importance of detailed and transparent terms when operating in the healthcare sector. Even if online services appear straightforward, skipping on essential legal declarations can lead to significant complications.
You must be clear with your customers about the scope and limitations of your service. This not only protects your business but also builds trust through transparency.
Anything Else To Cover?
If you’re a telehealth service provider, you will also need a dedicated Telehealth Service Agreement. Telehealth simply means that you provide health services remotely or online, so your agreement should address aspects such as:
- How payment will be secured online
- How liability will be limited
- How data is managed and safeguarded
- What services the provider will and will not deliver
Moreover, with the continual rise in cyber threats in 2025, it is crucial to ensure your IT systems are secure. Regular security audits, robust encryption, and clear data breach response plans are indispensable. By investing in cybersecurity measures, you protect both your organisation and your patients, reinforcing trust and compliance with regulatory standards. For more insights on this topic, check out our privacy impact assessment guide.
Next Steps
Offering healthcare services online is a significant step forward, providing convenient access to care while also presenting unique challenges. From a business perspective, ensuring compliance with privacy and data protection laws in 2025 is non-negotiable.
A good starting point is to have a conversation with a Sprintlaw counsel, so you can set up the appropriate Terms and Conditions, Agreements, and Policies. For further guidance, you might also wish to review our guides on business partnerships and GDPR compliance. Reach out to us at [email protected] or call 08081347754 for an obligation-free chat.
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