Arlen Health Terms of Service
Last updated: 25 August 2026
These Terms of Service (“Terms”) govern the services provided or coordinated under the Arlen Health brand.
Arlen Health is a trading name of Glenhurst Holdings Limited, a company registered in England and Wales under company number 16796495, whose registered office is:
4th Floor
399–401 Strand
London
WC2R 0LT
United Kingdom
In these Terms, references to “Arlen Health”, “Arlen”, “we”, “us” or “our” mean Glenhurst Holdings Limited trading as Arlen Health.
Contact email: hello@arlenhealth.com
By booking, purchasing or participating in an Arlen Health assessment or related service, you confirm that you have read and understood these Terms.
Where you are a consumer, nothing in these Terms affects any rights you have under applicable consumer law.
1. Definitions
For the purposes of these Terms:
Assessment means the health, performance or related assessment described to you when you book or enrol with Arlen Health.
Clinical Provider means an independent regulated healthcare professional or organisation providing a clinical service associated with an Assessment, including GP consultation services.
Corporate Programme means an Assessment or programme made available to you through, arranged by, or paid for by your employer or another organisation.
Diagnostic Provider means an independent diagnostic laboratory, blood collection provider or associated provider appointed by Arlen Health to deliver blood collection or laboratory testing services.
Participant, “you” or “your” means the individual receiving the Assessment or Services.
Performance Provider means an appropriately qualified independent professional contractor appointed by Arlen Health to deliver physical performance services. This may include Impact Physio Ltd, through Charles Brahmbhatt, or another provider appointed by Arlen Health.
Services means the Assessment and any other services expressly described to you when you book or enrol with Arlen Health.
2. The Arlen Health Service
Arlen Health coordinates health and performance assessments intended to help participants better understand their current health, physical performance, potential areas of risk and opportunities to protect long-term health and functional capacity.
Depending on the Assessment you have booked, the Services may include:
health and lifestyle questionnaires;
blood collection and laboratory testing;
GP consultation;
physical performance testing;
cardiovascular fitness testing;
strength, power, balance or mobility assessment;
an Arlen Health dashboard;
lifestyle and performance information;
recommendations arising from your Assessment; and
other services expressly described to you when you book.
The exact content of your Assessment is the content described to you at the time of booking or enrolment.
Not every Arlen Health Assessment includes every element listed above.
3. How the Service Is Delivered
Different elements of an Arlen Health Assessment are delivered under different professional and contractual arrangements.
Arlen Health coordinates the overall participant journey and provides or arranges the non-clinical elements of the Assessment.
3.1 Blood collection and laboratory services
Where blood testing forms part of your Assessment, Arlen Health arranges blood collection and laboratory testing through an independent Diagnostic Provider.
This may include Inuvi Diagnostics Limited, Inuvi Health Limited, or another appropriately qualified or accredited provider.
Arlen Health may contract directly with the Diagnostic Provider for these services.
The relevant Diagnostic Provider is responsible for the professional and technical performance of the services it undertakes, including, as applicable:
blood collection;
handling of samples;
laboratory analysis;
laboratory quality control;
compliance with applicable laboratory accreditation standards;
laboratory reporting; and
identifying and managing non-conforming laboratory work within its own service.
Arlen Health does not independently:
analyse blood samples;
conduct laboratory quality control;
validate laboratory outputs;
determine whether a laboratory result is analytically accurate; or
independently interpret laboratory results as medical advice.
Arlen Health remains responsible for its own obligations to you, including appropriate coordination of the blood-testing element of your Assessment and accurate transmission of information for which Arlen Health is responsible.
Blood collection services may be performed by a provider associated with or appointed by the Diagnostic Provider. The professional standards and accreditation applicable to blood collection may differ from those applicable to laboratory analysis.
3.2 GP and other regulated clinical services
Where a GP consultation or another regulated clinical service forms part of your Assessment, it will be provided by an appropriately regulated independent Clinical Provider.
The precise Clinical Provider and contractual arrangements may vary depending on the Assessment and provider used.
Where applicable, you may enter into a separate professional or contractual relationship directly with the Clinical Provider.
Clinical Providers remain independently responsible for the regulated clinical services they provide, including:
clinical judgement;
interpretation and advice;
diagnosis;
prescribing;
referrals;
clinical records;
decisions regarding further investigation;
clinical follow-up; and
their own regulatory and professional obligations.
Arlen Health does not direct, supervise, control, approve or independently verify the clinical judgement of a Clinical Provider.
Unless expressly stated otherwise, Arlen Health does not itself provide:
medical diagnosis;
medical treatment;
prescribing;
regulated GP services; or
ongoing clinical management.
Any terms, privacy information, consent documentation or clinical policies supplied by the Clinical Provider may also apply to the clinical service they provide.
Arlen Health remains responsible for its own acts and omissions, including failures in administration, coordination or transmission of information for which Arlen Health is responsible.
3.3 Physical performance services
Physical performance testing forming part of an Arlen Health Assessment may be delivered on Arlen Health’s behalf by Impact Physio Ltd, through Charles Brahmbhatt, or another appropriately qualified independent Performance Provider appointed by Arlen Health.
The Performance Provider acts as an independent professional contractor and exercises its own professional judgement.
The Performance Provider is responsible for the professional quality and safe delivery of the assessments it conducts, including professional judgement regarding:
whether you are suitable to undertake a particular test;
whether testing should commence;
whether testing should continue;
whether testing should be modified;
whether testing should be postponed or stopped;
the safe and competent conduct of the physical assessment; and
the professional quality of performance-related recommendations it provides.
Arlen Health does not direct or supervise the Performance Provider’s independent professional judgement.
Physical performance testing may assess areas including:
cardiovascular fitness;
strength;
power;
balance;
mobility; and
other measures of physical capacity.
Physical performance testing does not constitute medical diagnosis or treatment and is not a substitute for medical care.
Where findings suggest that medical review may be appropriate, the Performance Provider may stop or modify testing and recommend that you seek advice from an appropriate healthcare professional.
Arlen Health remains responsible for any obligations which it owes to you under applicable law in relation to the Services.
3.4 Nutrition services
Nutrition services are not automatically included in an Arlen Health Assessment unless expressly stated otherwise.
Where nutrition support is purchased separately, it may be provided by RH Nutrition Ltd or another appropriately qualified independent provider.
Separate terms may apply to those services.
4. Preventative and Performance Nature of the Assessment
Arlen Health Assessments are intended primarily for:
preventative health awareness;
understanding potential health-related risk;
physical performance assessment;
lifestyle optimisation; and
supporting long-term health and functional capacity.
The Assessment is designed to help identify potential areas of risk and opportunity.
It does not guarantee that any particular disease, condition or future health risk will be identified.
An Arlen Health Assessment is not a substitute for comprehensive primary care or ongoing medical care.
No health assessment, blood test, physical test or screening process can identify every disease, medical condition or future health risk.
A result within a reference range does not guarantee that you are healthy.
An abnormal or unusual result does not necessarily mean that you have a disease or medical condition.
Clinical findings must be interpreted in an appropriate clinical context by a suitably qualified healthcare professional.
Health science, reference ranges, assessment methods and evidence evolve over time. Recommendations may therefore change as medical knowledge develops or as further information becomes available.
5. Urgent and Existing Medical Concerns
Arlen Health is not an emergency or urgent medical service.
You must not use:
an Arlen Health Assessment;
the Arlen Health dashboard;
email;
website forms; or
other Arlen Health communication channels
to seek urgent medical advice.
If you experience severe, new or concerning symptoms, you should seek appropriate medical assistance without waiting for an Arlen Health Assessment.
In a medical emergency, call 999 or attend the appropriate emergency service.
You remain responsible for seeking appropriate medical care for symptoms, medical conditions or concerns outside the scope of the Assessment.
6. Eligibility and Information You Provide
You must be at least 18 years old to participate in an Arlen Health Assessment unless Arlen Health expressly agrees otherwise in writing.
You are responsible for providing complete and accurate information when requested.
This includes information relating to:
your identity;
date of birth;
relevant medical history;
current symptoms;
medications;
injuries;
previous procedures or operations;
exercise history; and
any other matter relevant to the safe or accurate delivery of the Assessment.
You must promptly tell Arlen Health or the relevant provider if information you have supplied becomes inaccurate or your circumstances change before an appointment.
Arlen Health, a Diagnostic Provider, Clinical Provider or Performance Provider may decide that a particular test or service is not appropriate for you on safety, clinical or practical grounds.
A test may be modified, postponed, discontinued or omitted where appropriate.
You may decline any test or procedure.
Arlen Health and its providers may rely on information supplied by you when arranging and providing the Services.
You should not knowingly provide inaccurate information or omit information which may materially affect:
the safety of an Assessment;
laboratory testing;
interpretation of results; or
the appropriate delivery of the Services.
7. Physical Testing and Safety
Physical performance testing involves exercise and physical exertion and carries risks inherent in physical activity.
Before participating, you must complete any health and safety screening reasonably requested by Arlen Health or the Performance Provider.
You must provide complete and accurate information regarding matters relevant to safe participation, including:
current symptoms;
medical conditions;
medication;
injuries;
previous medical events; and
other relevant health information.
You must immediately tell the person conducting the Assessment if you experience:
chest pain or chest discomfort;
dizziness;
faintness;
unusual or excessive breathlessness;
palpitations;
significant or unexpected pain;
weakness; or
any other symptom which causes concern.
You may stop any physical test at any time.
The Performance Provider may refuse, modify, postpone or stop a test where, in its professional judgement, continuing would be inappropriate or unsafe.
Where appropriate, you may be advised to obtain medical review or medical clearance before undertaking or continuing physical testing.
The purpose of this section is to support safe participation.
Nothing in these Terms requires you to accept a risk caused by negligence and nothing in these Terms excludes or restricts liability which cannot lawfully be excluded.
8. Blood Testing, Consent and Samples
Where blood testing forms part of your Assessment, you consent to the collection and laboratory testing of your blood sample for the tests forming part of the Assessment you have requested or accepted.
You understand that personal and health information reasonably necessary to arrange and perform the testing may be supplied to the Diagnostic Provider.
You must follow any preparation instructions provided to you.
These may include requirements relating to:
fasting;
timing of the blood test;
supplements;
alcohol;
food;
medication, where clinically appropriate; and
vigorous exercise before testing.
It may occasionally be impossible to process a blood sample.
Examples include circumstances where:
insufficient blood was collected;
the sample was damaged;
the sample degraded;
the sample was lost or delayed in transit;
laboratory quality requirements were not met;
equipment failed;
identifying information was inaccurate or incomplete; or
a test was technically unsuccessful.
Where reasonably possible, Arlen Health or the relevant Diagnostic Provider will arrange an appropriate repeat collection or alternative next step.
Arlen Health does not independently analyse samples, conduct laboratory quality control or validate laboratory results.
The Diagnostic Provider remains responsible for the professional and technical performance of the laboratory services within the scope of the services it provides.
Where an error or issue arises because information supplied by you was materially inaccurate or incomplete, this may affect the ability of the Diagnostic Provider to perform or accurately report the relevant test.
Samples may be retained, destroyed or otherwise handled by the Diagnostic Provider in accordance with its laboratory procedures, applicable law, professional requirements and accreditation obligations.
9. Test Results and Limitations of Laboratory Testing
Laboratory testing has inherent limitations.
No blood test can guarantee that every disease, abnormality or future health risk will be identified.
Results may be affected by factors including:
biological variation;
fasting status;
hydration;
medication;
supplements;
recent exercise;
timing of collection;
sample quality;
laboratory variation; and
other physiological factors.
Some tests may not fall within the scope of a particular laboratory accreditation.
Where laboratory accreditation applies, it relates to the specific tests and activities covered by the relevant provider’s accreditation.
Arlen Health does not represent that every test forming part of every Assessment is necessarily covered by the same accreditation.
Where a Diagnostic Provider identifies non-conforming work which may have affected a reported result, appropriate action may be taken by the provider in accordance with its own procedures.
A laboratory result should not be interpreted in isolation where clinical context is required.
10. Abnormal or Unexpected Findings
Your Assessment may reveal unexpected, abnormal or potentially clinically significant information.
You acknowledge that receiving such information can sometimes cause concern and may require further investigation.
Where a Clinical Provider identifies a result which they consider requires:
further investigation;
monitoring;
treatment; or
specialist review,
they may advise you to seek further care through your NHS GP, private GP, specialist or another appropriate healthcare provider.
Unless expressly included in your Assessment, the following are not included within the Arlen Health Service:
additional diagnostic investigations;
imaging;
specialist consultations;
prescriptions;
treatment;
ongoing monitoring; and
ongoing medical management.
The relevant Clinical Provider remains responsible for the clinical judgement, interpretation, advice and follow-up recommendations arising from the clinical service it provides.
Arlen Health does not independently review, approve or verify:
clinical interpretation;
diagnoses;
medical advice;
referrals;
prescriptions; or
clinical follow-up decisions
made by an independent Clinical Provider.
Arlen Health does not assume responsibility for your ongoing medical management after the Assessment.
You remain responsible for acting appropriately on clinical advice or recommendations given to you.
11. Your Arlen Health Dashboard
Where included in your Assessment, Arlen Health may provide access to a personalised dashboard containing information relating to your Assessment.
The dashboard may include:
physical performance results;
laboratory information;
benchmarking information;
lifestyle information;
agreed health or performance goals;
recommendations;
information supplied by independent providers; and
other information relevant to your Assessment.
Where clinical or laboratory information supplied by another provider is displayed within the dashboard, Arlen Health may present that information as supplied or authorised by that provider.
Arlen Health does not independently exercise clinical judgement over information produced by an independent Clinical Provider.
Dashboard access is provided as part of the Arlen Health Service but is not guaranteed to remain available permanently.
We may:
change the technology used to provide the dashboard;
migrate information to another system;
modify dashboard functionality; or
withdraw or replace dashboard access where reasonably necessary.
Where reasonably practicable, we will provide notice of material changes affecting access.
You should retain copies of information which you consider important for your own records.
12. Corporate and Employer-Sponsored Assessments
Your Assessment may be:
paid for by your employer;
arranged by your employer; or
made available through another organisation.
Where this happens, you remain the individual Participant receiving the Assessment.
Payment by your employer or another organisation does not give that organisation automatic access to your individual health information.
Arlen Health will not ordinarily disclose your individually identifiable:
blood test results;
GP consultation information;
medical information;
performance results;
dashboard;
recommendations; or
other personal health information
to your employer without your separate permission, unless disclosure is otherwise required or permitted by law.
Arlen Health may provide employers or organisations with anonymised or aggregated information relating to a Corporate Programme where individual participants cannot reasonably be identified.
Any commercial agreement between Arlen Health and an employer or corporate client is separate from these Participant Terms.
13. Personal Information and Privacy
Arlen Health processes personal information, including health-related information, in order to coordinate and provide the Services.
Full details of how Arlen Health collects, uses, stores and shares personal information are set out in the Arlen Health Privacy Notice.
Where necessary to arrange and deliver your Assessment, personal and health information may be supplied to the Diagnostic Providers, Clinical Providers, Performance Providers and other service providers involved in your Assessment.
Different providers may process information under different data protection arrangements depending on the service they provide and the applicable contractual and professional framework.
Independent Clinical Providers may act as separate data controllers in relation to the clinical services they provide.
Certain suppliers, including diagnostic providers, may process personal information on behalf of Arlen Health under contractual data-processing arrangements.
Nothing in these Terms overrides your rights under applicable data protection law.
14. Booking and Appointments
Appointments are subject to availability.
Assessment locations may vary and will be confirmed to you when appointments are arranged.
Different parts of an Assessment may:
take place on different dates;
take place at different locations;
take place remotely; or
be delivered by different providers.
You are responsible for:
attending appointments at the agreed time;
following preparation instructions; and
informing us promptly if you are unable to attend.
We will make reasonable efforts to accommodate your preferred dates and times but cannot guarantee particular appointment slots.
Certain clinical appointments may be arranged directly between you and the relevant Clinical Provider.
15. Payment
Unless your Assessment:
is complimentary;
is being paid for under a Corporate Programme; or
is subject to another written arrangement,
payment is due in full before the Assessment begins.
Payments may be processed using Stripe or another third-party payment provider.
Arlen Health does not ordinarily retain complete payment card details.
Corporate clients may be invoiced in accordance with separately agreed commercial terms.
Where you contract directly with an independent Clinical Provider or another provider for a particular service, payment arrangements for that service may be governed by that provider’s own terms.
Prices, Assessment contents and service inclusions may change from time to time.
Changes will not affect Services already purchased unless you agree otherwise.
16. Consumer Cancellation Rights
If you are a consumer and enter into a contract with Arlen Health online, by telephone or otherwise at a distance, you may have a statutory right to cancel the contract during the applicable cancellation period.
Where the statutory cancellation period is 14 days, it ordinarily begins on the day after the contract is made.
To exercise a statutory cancellation right, contact:
and make clear that you wish to cancel.
You do not need to give a reason.
If you ask Arlen Health to begin providing Services during the statutory cancellation period, you expressly request that performance of the contract begins before the cancellation period has expired.
Where permitted by law, if you subsequently cancel after part of the Service has been supplied, you may be required to pay an amount reflecting the proportion of Services already supplied.
Where a Service has been fully performed during the cancellation period following your express request to begin early and any acknowledgement required by law, your statutory cancellation right may end once that Service has been fully performed.
Nothing in these Terms limits any statutory cancellation rights available to you.
17. Rescheduling, Late Cancellation and Non-Attendance
Outside any applicable statutory cancellation rights, the following appointment rules apply.
17.1 Rescheduling
You may normally reschedule an appointment without charge where at least 48 hours’ notice is provided.
Alternative appointments remain subject to availability.
17.2 Blood collection appointments
Blood collection appointments should normally be cancelled or rearranged with at least 2 Business Days’ notice.
Where a nurse or phlebotomist has been booked and you cancel or rearrange with less notice, or fail to attend, a rebooking or non-attendance charge may apply.
Where Arlen Health applies a participant rebooking charge, this will ordinarily be £75, unless another amount has been agreed with you in advance.
17.3 Physical performance assessments
Where you cancel or rearrange a physical performance appointment with less than 48 hours’ notice, Arlen Health may apply a reasonable late-cancellation or rebooking charge reflecting costs incurred.
If you fail to attend a physical performance assessment without reasonable notice, the appointment may be treated as used and the associated fee may be retained, subject to applicable consumer law.
17.4 Clinical appointments
Independent Clinical Providers may operate their own cancellation and rescheduling policies.
Where a clinical appointment is contracted for directly between you and a Clinical Provider, any cancellation or rebooking charge imposed by that provider is governed by its own terms.
17.5 Exceptional circumstances
We recognise that emergencies and exceptional circumstances occur.
Arlen Health may waive or reduce a cancellation or rebooking charge where it considers this appropriate.
18. Complimentary and Promotional Assessments
From time to time, Arlen Health may offer complimentary or promotional Assessments.
Unless expressly stated otherwise:
a complimentary Assessment has no cash value;
it cannot be exchanged for cash or credit;
it is personal to the individual to whom it is offered;
it is not transferable without Arlen Health’s agreement;
appointments remain subject to provider availability; and
Arlen Health may reasonably modify, postpone or withdraw an invitation before Services have been provided where circumstances require this.
Receiving a complimentary Assessment does not require you to:
promote Arlen Health;
publish content;
provide an endorsement;
give a testimonial;
post on social media; or
otherwise publicly discuss the experience.
Where Arlen Health requests feedback, participation in any testimonial, case study, marketing activity, social-media content or public endorsement is voluntary and may be subject to separate consent or agreement.
19. Changes, Delays and Availability
Arlen Health may make reasonable changes to the way Services are delivered where necessary because of:
provider availability;
changes in assessment locations;
laboratory requirements;
technology changes;
safety considerations;
clinical requirements;
supplier changes; or
other operational requirements.
We may substitute an appropriately qualified provider where reasonably necessary.
If a material element of a paid Service cannot be provided, we will seek to offer an appropriate:
alternative;
rebooking;
substitute service; or
refund for the affected element,
where required.
Arlen Health is not responsible for delays caused by circumstances outside its reasonable control but will take reasonable steps to minimise disruption.
20. Arlen Health’s Responsibilities
Arlen Health will perform the Services for which it is responsible with reasonable care and skill.
Arlen Health is responsible for losses which are a foreseeable result of:
its breach of these Terms; or
its failure to use reasonable care and skill.
Arlen Health is not responsible for losses which are not reasonably foreseeable.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so.
This includes liability for:
death or personal injury caused by negligence;
fraud;
fraudulent misrepresentation; or
any other liability which cannot lawfully be excluded or limited.
21. Responsibility for Other Providers
Different elements of an Arlen Health Assessment are delivered under different arrangements.
21.1 Diagnostic Providers
Arlen Health may contract with an independent Diagnostic Provider to provide blood collection and laboratory services forming part of your Assessment.
The Diagnostic Provider remains professionally and technically responsible for the services it performs, including where applicable:
collection of samples;
laboratory analysis;
laboratory quality control;
laboratory processes;
compliance with applicable accreditation standards; and
laboratory reporting.
Arlen Health does not independently analyse samples, conduct laboratory quality control or verify the analytical accuracy of laboratory outputs.
Arlen Health remains responsible for its own obligations to you, including coordination and the accurate transmission of information for which it is responsible.
21.2 Clinical Providers
Regulated GP and other clinical services may be delivered by independent Clinical Providers operating under their own professional and clinical governance arrangements.
Clinical Providers remain responsible for the clinical services they provide, including:
clinical judgement;
clinical interpretation;
clinical records;
diagnoses;
advice;
prescriptions;
referrals;
investigation decisions; and
clinical follow-up.
Arlen Health does not direct, supervise, approve or independently verify the clinical judgement of an independent Clinical Provider.
21.3 Performance Providers
Physical performance services supplied as part of an Arlen Health Assessment may be delivered on Arlen Health’s behalf by an independent professional contractor, including Impact Physio Ltd.
The Performance Provider remains professionally responsible for:
its own acts and omissions;
its professional judgement;
the safe and competent conduct of testing;
determining whether testing should commence or continue;
modifying or terminating tests where appropriate; and
the professional quality of recommendations it provides.
Arlen Health does not direct or supervise the Performance Provider’s independent professional judgement.
Arlen Health may nevertheless have legal responsibilities to you in connection with Services supplied under your contract with Arlen Health.
Nothing in these Terms seeks to exclude those responsibilities where they cannot lawfully be excluded.
21.4 Arlen Health
Arlen Health remains responsible for:
its own acts and omissions;
its contractual obligations to you;
service coordination;
administration;
information transmission for which it is responsible; and
any other responsibility which applicable law places on Arlen Health.
Nothing in these Terms excludes or limits any liability which cannot lawfully be excluded.
22. Accuracy and Limitations of Testing and Assessment
All forms of health testing and performance measurement have inherent limitations.
Results may be affected by factors including:
natural biological variation;
hydration;
food intake;
nutrition;
recent exercise;
sleep;
medication;
supplements;
equipment tolerances;
laboratory variation;
participant effort;
testing technique; and
measurement conditions.
No laboratory test, health screening process, physical assessment or measurement can be guaranteed to be completely error-free.
No Assessment can guarantee that every:
abnormality;
disease;
medical condition;
performance limitation; or
future health risk
will be identified.
If a result appears inconsistent, technically unreliable or unsuitable for interpretation, repeat testing or further assessment may be recommended.
Arlen Health does not guarantee that an Assessment will identify any particular disease, condition or future health risk.
Nothing in this section limits responsibility for negligent performance of a Service.
23. Consequences of Inaccurate or Incomplete Information
Arlen Health, its Diagnostic Providers, Clinical Providers and Performance Providers rely on information supplied by you.
If information supplied by you is inaccurate, incomplete or misleading, this may:
affect the safety of an Assessment;
affect the accuracy or interpretation of laboratory testing;
prevent a provider from carrying out a test;
result in a test needing to be repeated; or
result in additional cost or delay.
Arlen Health is not responsible for loss or harm arising directly from materially inaccurate or incomplete information supplied by you where it was reasonable for Arlen Health or the relevant provider to rely upon that information.
You should inform the relevant provider if you believe personal, laboratory or clinical information held about you is incorrect.
24. Intellectual Property
The following are owned by or licensed to Glenhurst Holdings Limited:
the Arlen Health name;
branding;
website;
dashboard design;
assessment materials;
benchmarking frameworks;
written materials;
graphics;
software;
reports created by Arlen Health; and
other proprietary content.
You may use information, reports and dashboard materials supplied to you for your own personal purposes.
You must not, without prior written permission:
reproduce substantial parts of Arlen Health proprietary materials for commercial purposes;
sell or commercially distribute Arlen Health materials;
use Arlen Health branding in a way which implies affiliation or endorsement; or
copy or commercially exploit Arlen Health software or proprietary systems.
Nothing in this section prevents you from sharing your own health information or results with healthcare professionals or other persons of your choosing.
Clinical or laboratory records and materials produced by other providers may remain subject to the rights and obligations of those providers.
25. Website and Technology
We aim to keep the Arlen Health website, forms and dashboard available and secure but cannot guarantee uninterrupted availability.
Access may occasionally be interrupted because of:
maintenance;
security updates;
technical faults;
supplier outages;
software changes; or
circumstances outside our reasonable control.
You must not knowingly:
misuse Arlen Health systems;
attempt unauthorised access;
interfere with system security;
introduce malicious software; or
use the Services unlawfully.
26. Complaints
If you have a complaint about:
Arlen Health service coordination;
administration;
booking;
your dashboard;
customer service; or
another element for which Arlen Health is responsible,
please contact:
We will seek to investigate and resolve complaints fairly and promptly.
Where a complaint relates to laboratory or blood collection services, Arlen Health may investigate or route the complaint together with the relevant Diagnostic Provider.
Where a complaint relates specifically to a regulated clinical service delivered by an independent Clinical Provider, that provider remains responsible for handling the clinical complaint under its own complaints process.
Arlen Health will, where appropriate, assist you in identifying or contacting the relevant Clinical Provider.
Where a complaint concerns physical performance services delivered by an independent Performance Provider, Arlen Health may investigate the matter together with that provider as appropriate.
Nothing in this section prevents you from raising a concern with an appropriate regulatory, professional or statutory body where you are entitled to do so.
Privacy-related complaints are dealt with in the Arlen Health Privacy Notice.
27. Ending the Service
An Arlen Health Assessment is generally a one-off service rather than an ongoing subscription unless expressly stated otherwise.
Once the material elements included within your Assessment have been completed, the substantive Assessment will ordinarily be regarded as complete, although dashboard access or other follow-up information may remain available.
You may stop participating in an Assessment at any time.
Any right to a refund will depend on:
applicable consumer rights;
Services already provided;
appointments already booked;
costs reasonably incurred; and
the circumstances of cancellation.
Arlen Health may suspend or terminate Services where:
continuing creates an unreasonable safety risk;
you behave abusively or unlawfully towards staff or providers;
you materially breach these Terms;
required payment remains outstanding;
a necessary provider ceases to be available; or
circumstances outside our reasonable control prevent delivery.
Where Arlen Health ends a paid Service for reasons unrelated to your conduct and cannot provide an appropriate alternative, we will provide an appropriate refund for any material prepaid element not supplied.
28. Force Majeure
Arlen Health will not be responsible for delay or failure to perform obligations caused by events outside its reasonable control.
Such circumstances may include:
severe weather;
transport disruption;
public health emergencies;
government action;
industrial disputes;
failure of essential utilities;
communications outages;
laboratory disruption;
provider illness or unavailability;
cyber incidents affecting third-party infrastructure; or
other events which could not reasonably have been prevented.
We will take reasonable steps to minimise disruption and rearrange affected Services where practicable.
29. Changes to These Terms
Arlen Health may update these Terms from time to time.
The version applicable to your Assessment will ordinarily be the version in effect when you book or accept the Services unless:
a change is required by law;
the change benefits you without materially disadvantaging you; or
you agree to an updated version.
The current version will be made available through the Arlen Health website.
30. Transfer of Rights
You may not transfer your rights under an Assessment to another person without Arlen Health’s agreement.
Arlen Health may transfer its rights and obligations under these Terms to another organisation where doing so does not materially reduce your rights.
Where a transfer materially affects your Services, we will notify you.
31. Third-Party Rights
Unless expressly stated otherwise, these Terms do not give any person other than you and Glenhurst Holdings Limited a right to enforce them under the Contracts (Rights of Third Parties) Act 1999.
This does not affect any separate contractual or professional relationship between you and an independent provider.
32. Severability
If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect.
33. No Waiver
If either you or Arlen Health delays enforcing a right under these Terms, that does not mean the right has been waived.
34. Entire Agreement
These Terms, together with:
the details of the Assessment supplied to you at booking;
the Arlen Health Privacy Notice; and
any document expressly incorporated into these Terms,
form the agreement between you and Arlen Health in relation to the Services supplied by Arlen Health.
Where you separately contract with an independent Clinical Provider or other provider, the terms of that separate relationship apply to those services.
Nothing in this section limits any rights you may have as a consumer in relation to statements or information which applicable law treats as binding.
35. Governing Law and Jurisdiction
These Terms are governed by the laws of England and Wales.
If you are a consumer resident in another part of the United Kingdom, you retain any mandatory rights available under the laws applicable where you live and may be entitled to bring proceedings in your local courts.
36. Contact Us
If you have any questions about these Terms, please contact:
Glenhurst Holdings Limited
Trading as Arlen Health
4th Floor
399–401 Strand
London
WC2R 0LT
United Kingdom
Company number: 16796495
Email: hello@arlenhealth.com