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Terms

Terms and Conditions

Last updated: 2 October 2026

1. About these Terms

These Terms and Conditions (“Terms”) govern your purchase and use of Ekaaro Health programmes, memberships, website, app and related services.

Ekaaro Health is the trading name of Ekaaro Ltd, a company registered in England and Wales under company number 17364549, with its registered office at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

By purchasing a programme or membership, creating an account or otherwise using a paid Ekaaro service, you agree to these Terms.

Please read these Terms alongside our Privacy Policy, which explains how we collect, use and protect your personal information.

If you have questions about these Terms, contact support@ekaaro.health or use the contact form on our website.

2. About Ekaaro Health

Ekaaro Health provides lifestyle and wellbeing programmes and digital support designed to help people build sustainable habits around areas such as nutrition, movement, hydration and everyday wellbeing.

Our services may include:

The specific services included in your programme or membership will be shown on the Ekaaro website when you purchase.

3. What Ekaaro does not provide

Ekaaro is not an emergency medical service and our programmes are not a replacement for your GP, NHS services or other appropriate healthcare professionals.

Unless expressly stated otherwise, Ekaaro does not provide medical diagnosis, prescribing, prescription medication or medical treatment through Build or Companion.

Where your programme includes a Health and Progress Review, general health education and guidance may be provided by an appropriately qualified healthcare professional acting within their professional scope.

You should seek appropriate professional healthcare if you have concerns about your health or if your circumstances require medical assessment, diagnosis or treatment.

If you believe you are experiencing a medical emergency, you should use the appropriate emergency or urgent healthcare service rather than Ekaaro or Lara.

4. Who can use Ekaaro

At launch, Build and Companion are available to eligible customers who:

You must provide accurate, complete and honest information when completing Find Your Fit, onboarding questions and other information requested as part of your participation.

Ekaaro may decline an application where we reasonably consider a service is not suitable or appropriate for the individual.

5. Find Your Fit and suitability

Find Your Fit is designed to help assess whether an Ekaaro service appears appropriate for you. It is not a medical assessment or diagnosis.

If your Find Your Fit answers indicate that Build may be appropriate, you can select Build and your application will be checked internally by Ekaaro. While this check is pending, you cannot purchase Build and your programme has not started.

If your application is approved, you will be able to proceed to purchase. Successful payment automatically activates your 16-week Build programme. Completing Find Your Fit or receiving approval does not itself start the programme.

Approval does not guarantee continued suitability if information provided later indicates that the service is no longer appropriate.

We may decline, suspend or end your participation where:

If your application is not approved, you will not be able to purchase Build and no Build programme payment will be taken. If a suitability concern arises after purchase, section 17 explains how ending participation and any refund will be handled.

6. Your health and your responsibilities

Ekaaro relies on information you provide to personalise your experience and help determine whether our services are appropriate.

You are responsible for:

Individual circumstances vary. Guidance that is appropriate for one person may not be appropriate for another.

7. Lara, our AI-powered companion

Lara is Ekaaro’s AI-powered lifestyle and wellbeing companion.

Lara is designed to provide personalised lifestyle and wellbeing support using information you provide and, where you have permitted it, relevant information available through your Ekaaro account or connected health services.

Lara is not a human healthcare professional.

Artificial intelligence can sometimes produce information that is inaccurate, incomplete or inappropriate to an individual’s circumstances. You should use reasonable judgement when considering Lara’s responses.

You must not rely on Lara for:

Where information you provide could indicate a potentially significant health or safety concern, Lara may encourage or direct you to seek appropriate professional or emergency support.

Your interactions with Lara may form part of your Ekaaro account and service history. Our Privacy Policy explains how these interactions and associated personal information are processed.

8. Build

Build is Ekaaro’s structured 16-week programme.

The current price of Build is displayed before purchase. At the date of these Terms, Build is £849.

Your purchase includes the services and programme elements described on the Build page at the time you purchase.

These currently include a combination of structured programme content, Lara support, Strength and Mobility support, a Health and Progress Review, an optional Looking Ahead touchpoint, lifestyle guidance and an included hydration product bundle.

When your 16 weeks begin

You can purchase Build only after Ekaaro has approved your application through the pre-purchase suitability check described in section 5.

Your programme is activated automatically when your payment is successfully confirmed. That date is the start date of your 16-week programme.

Any introductory questions completed in the app after purchase personalise your support and do not delay the programme start date. Your programme start date is separate from the applicable cancellation deadline described in section 16.

Build does not ordinarily include a facility to pause the programme or select a substantially delayed start date. You should therefore purchase Build when you are ready to participate.

However, Ekaaro may, at its reasonable discretion, extend or adjust a programme period in exceptional circumstances, including where a significant interruption to the Ekaaro service has affected your ability to participate.

9. Strength and Mobility support

Build includes one individual Strength and Mobility consultation, normally provided near the beginning of your programme.

The consultation is delivered remotely by video.

Following the consultation, your personalised Strength and Mobility plan will be made available through the programme delivery platform used by Ekaaro, currently Everfit.

Access to the Strength and Mobility programme platform is included in your Build purchase for the 16-week programme period.

We do not guarantee that a particular named coach or particular third-party platform will always deliver this element. Where reasonably necessary, Ekaaro may use another appropriately qualified or suitable provider or platform without materially reducing the service you purchased.

Appointments may be rescheduled. We ask that you provide at least 24 hours’ notice where reasonably possible.

If you cancel with less than 24 hours’ notice or do not attend, please contact us. We will consider the circumstances individually and discuss whether the appointment can be rearranged within your programme. We do not apply an automatic late-cancellation or non-attendance fee, or automatically treat the appointment as used.

10. Health and Progress Review

Build includes one Health and Progress Review, normally around Week 6.

The review is delivered remotely by video by an appropriately qualified healthcare professional.

Its purpose is to consider your progress and provide relevant health education, guidance and support within the professional’s appropriate scope.

The Health and Progress Review is not a substitute for your GP or other healthcare services and does not include prescribing or the supply of prescription medication.

We do not guarantee that a particular named healthcare professional will conduct your review.

The same appointment rescheduling and non-attendance principles described above apply. We ask for at least 24 hours’ notice where reasonably possible, although Ekaaro retains discretion to rearrange an appointment in appropriate circumstances.

Optional Looking Ahead touchpoint

Build also includes an optional Looking Ahead touchpoint, normally offered near Week 15.

This is a short conversation of approximately 10 to 15 minutes, delivered remotely by phone or video, to reflect on your progress, discuss what comes next and support your transition beyond Build.

This touchpoint is available to all Build members at no additional charge. You can choose whether to book it. Choosing not to use it does not entitle you to a partial refund, without affecting your statutory rights.

The appointment rescheduling and non-attendance arrangements in section 9 apply. This touchpoint does not include medical diagnosis, prescribing or the supply of prescription medication.

11. Included hydration products

Build includes an O.R.S hydration product bundle as part of the programme price.

The exact selection within the bundle may change from time to time. The current inclusion will be shown or otherwise communicated before you purchase Build.

Any substitution will be reasonable and will not materially reduce the overall product inclusion you purchased.

Standard UK delivery of the included hydration bundle is included in the Build price.

Fulfilment is currently carried out on Ekaaro’s behalf by Clinova. We may use a different fulfilment arrangement in future.

If your order is lost, damaged or incorrect, contact support@ekaaro.health or use our website contact form. Ekaaro will remain your point of contact and will take reasonable steps to arrange an appropriate replacement or resolution.

Your hydration bundle is processed for dispatch once your payment has been confirmed. This follows approval of your Build application and automatic activation of your programme. Dispatch does not need to wait for any introductory questions you complete in the app after purchase.

If you exercise a statutory cancellation right in relation to your Build purchase after the hydration products have been dispatched or delivered, we will explain any applicable return arrangements and responsibilities in accordance with your statutory rights. Where we require a return, you must send the products back within 14 days after telling us you wish to cancel, unless we agree otherwise. Contact us for the correct return address before sending products; do not send them to our registered office unless we instruct you to do so. You are responsible for the direct cost of return postage for a change-of-mind cancellation. This does not apply where products are faulty, damaged or incorrect, or where the law requires us to bear the cost. We do not charge a cancellation or refund administration fee. Nothing in these Terms limits your statutory rights relating to goods.

12. End of Build

Build is a fixed 16-week programme.

At the end of your programme, active Build services end unless we have expressly agreed an extension.

This may include the end of:

Ekaaro may allow you to retain read-only access to selected historical or progress information after Build ends. Any such continued access does not extend Build or entitle you to continued active programme support.

Ekaaro may, at its discretion, offer a limited period of additional Lara access after Build ends. Where offered, we will confirm its duration and scope. This does not extend the other services included in Build.

You may choose to continue receiving eligible Ekaaro support through Companion where available.

13. Companion

Companion is an ongoing monthly membership providing access to Lara and the other features described on the Companion page when you subscribe.

At the date of these Terms, Companion costs £39.99 per month.

Your membership is charged monthly in advance and automatically renews each month until cancelled.

There is no minimum membership period and no cancellation fee.

You may stop renewal at any time using the cancellation method made available through Ekaaro or by contacting support@ekaaro.health. We will make information about how to cancel reasonably accessible.

When you stop renewal, your membership ends at the end of the paid billing period and you retain access until that date. No further renewal payment will be taken. This is separate from exercising your initial cooling-off cancellation right under section 16, which ends the membership when that cancellation takes effect.

We do not ordinarily provide partial refunds for an unused part of a billing period where you simply choose to cancel.

This does not affect any statutory cancellation, refund or other consumer rights you may have.

Companion is available both as a standalone service and, where appropriate, as ongoing support after Build.

14. Changes to the Companion price

We may change the price of Companion from time to time.

Where a price increase affects an existing member, we will provide at least 30 days’ notice before the new price applies.

You may cancel your membership before the new price takes effect.

We will not retrospectively change the price of a billing period you have already paid for.

15. Payments

Payments to Ekaaro are processed securely through third-party payment providers.

Build is purchased for a single fixed programme price. Payment options currently include card, Apple Pay, Google Pay and Klarna where shown as available at checkout. Ekaaro does not offer its own instalment plan.

Where available at checkout, you may be offered a third-party buy-now-pay-later or instalment option such as Klarna.

Any credit, instalment or buy-now-pay-later arrangement offered by a third-party provider is provided by that provider and is subject to its own eligibility requirements and terms. Ekaaro does not itself provide consumer credit.

Companion payments are taken monthly using the payment method associated with your account. Card, Apple Pay and Google Pay may be available at checkout; Klarna is not offered for Companion. There is currently no annual subscription option or free trial.

If a Companion payment fails, we or our payment provider may make reasonable attempts to collect the payment again. We may suspend access if payment remains outstanding after reasonable attempts to resolve the issue.

Prices displayed to consumers include VAT where applicable.

16. Cancellation and refunds

Your contract and programme start date

Your purchase contract is formed when we accept your order and confirm your purchase following successful payment confirmation. For Build, this follows the pre-purchase suitability check described in section 5, and your 16-week programme starts automatically on successful payment confirmation as described in section 8.

Account registration, completion of Find Your Fit, the pending internal check and approval to purchase do not themselves form a paid Build contract or start the programme. The programme start date does not shorten any applicable statutory cancellation period.

Companion: initial cooling-off period

You may cancel your initial Companion purchase without giving a reason during the 14-day cooling-off period. The period begins on the day after your contract is formed and ends 14 days after the contract date, subject to any extension required by law.

Companion provides ongoing support through a digital platform. Accessing the app or completing onboarding does not by itself remove this cancellation right.

If you exercise this right, your membership and access end when the cancellation takes effect. We will stop future renewal payments and refund the amount due, subject only to any lawful proportionate charge for services already supplied as explained below.

Stopping future renewal while retaining access until the paid billing period ends is a separate option, described in section 13. It does not prevent you from exercising an applicable statutory cancellation right.

Build: cooling-off period

Build includes services and an O.R.S hydration product bundle. You may cancel your Build purchase without giving a reason from the date your contract is formed until the end of 14 days after the day on which you, or a person you nominate other than the carrier, receive the included hydration bundle. If products from that bundle arrive in separate deliveries, the deadline is 14 days after receipt of the last product.

Any longer cancellation period required by law will apply. Build activation does not by itself end your cooling-off right.

If you cancel, active Build access and remaining programme services end when the cancellation takes effect. We will explain any product return arrangements under section 11 and refund the amount due, subject only to deductions permitted by law.

Starting services during the cooling-off period

Before starting services during the cooling-off period, we will ask you expressly to request an early start and explain any proportionate charge that may apply if you subsequently cancel. Agreement to these Terms alone is not treated as that request.

If you expressly request an early start and then cancel during the cooling-off period, we may deduct a lawful proportionate amount for the services actually supplied up to the time you tell us you wish to cancel. The calculation will reflect the services supplied compared with the full contracted services and price; it will not include a cancellation or refund administration fee. We will explain any deduction to you.

We will not deduct service charges where the law does not permit them, including where the required cancellation and charging information was not supplied or you did not expressly request an early start.

How to cancel

Email support@ekaaro.health, use our website contact form or send a clear cancellation statement to the address in section 32. Include enough information to identify your purchase. You do not need to give a reason or use a particular form.

You may use the model cancellation form in section 33. Sending your cancellation statement before the applicable deadline is sufficient to exercise your right within that period.

Refund method and timing

We will make any refund due without undue delay and within the applicable statutory deadline, normally within 14 days after being informed of your decision to cancel. Where we are legally entitled to require the return of goods, we may withhold the relevant reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first.

Refunds will be made using the original payment method unless you expressly agree otherwise, without a refund fee. Any processing time before the refund appears in your account depends on your payment provider.

For purchases using Klarna, we will notify the provider of the cancellation and refund as appropriate so that it can adjust the payment arrangement. Contact us or Klarna if a payment is due while a refund is being processed; do not assume that cancelling Build alone has already updated the Klarna arrangement.

Other consumer rights

Cooling-off cancellation is separate from your rights where products are faulty or services or digital content do not meet legal standards. Nothing in these Terms restricts those rights or any statutory refund or remedy that applies after a cooling-off period has ended.

17. Refunds and ending Build early

Build suitability is checked before purchase. If your application is not approved, no Build programme payment is taken. Once your payment is successfully confirmed, your programme starts automatically; there is no separate post-payment suitability approval or activation waiting period.

If you wish to cancel during the applicable cooling-off period, section 16 applies.

Outside the applicable cooling-off period, we do not provide a change-of-mind refund simply because you decide not to continue, stop using the programme or do not use an included service.

This does not affect your statutory cancellation or other consumer rights.

If Ekaaro determines after Build has started that continued participation is no longer appropriate because of a genuine health, safety or suitability issue, we may end your participation.

Any refund in those circumstances will be considered according to the individual circumstances, including the services already supplied, the reason participation has ended and your statutory rights.

If participation ends because of materially false or misleading information, deliberate concealment, fraud, serious misuse or another material breach of these Terms, termination does not itself create an additional contractual right to a refund.

18. Connected health information

Ekaaro may allow you to connect compatible health and activity services, including Apple Health on compatible Apple devices and Health Connect on compatible Android devices.

Depending on your device and permissions, connected information may include data such as steps, active energy, sleep, weight, and exercise or activity sessions. We do not access heart rate, resting heart rate, or location or route information.

Connecting health information is optional. You can use Build or Companion without connecting these services, although some personalised insights may be less detailed.

Where you choose to connect health information, Ekaaro and Lara may use permitted information to personalise support and help identify patterns and trends.

Information produced by phones, wearables, smart scales and third-party health services can contain errors or differences in measurement. Ekaaro does not guarantee the accuracy of information generated by those devices or third-party services.

Our Privacy Policy explains how connected health information and other health-related personal data are processed and protected.

19. Third-party services

Ekaaro uses third-party technology and service providers to help deliver parts of the service.

These may include providers supporting:

These providers may change as Ekaaro develops.

Where a third-party service has terms that apply directly to your use of that service, you may also be required to agree to those terms.

Third-party services can occasionally experience outages, technical failures or changes outside Ekaaro’s reasonable control. We are not responsible for the independent operation of services that we do not control.

However, where a third-party provider is used by Ekaaro to fulfil part of a service that Ekaaro has contracted to provide to you, our use of that provider does not remove Ekaaro’s own obligations to you under applicable consumer law.

20. Your Ekaaro account

Your Ekaaro account is personal to you.

You must:

You must not attempt to gain unauthorised access to Ekaaro systems or interfere with the operation or security of the website, app or associated services.

21. Acceptable use

You must not use Ekaaro to:

We may take reasonable and proportionate action, including suspending access where necessary, to protect users, our team, our technology or the integrity of the service.

22. Intellectual property

The Ekaaro name, branding, website, app, programme structure, programme materials, written content, digital content and other intellectual property are owned by or licensed to Ekaaro Ltd.

Some materials or services may also contain intellectual property belonging to our partners, professionals or other licensors.

When you purchase Build or Companion, you receive a limited, personal, non-exclusive and non-transferable right to use the relevant content for your own participation.

You must not, without appropriate permission:

This does not prevent reasonable personal use, such as keeping your own notes, taking screenshots of your own progress or downloading material that Ekaaro deliberately makes available for download.

23. Changes to Ekaaro services

Ekaaro will continue to develop over time.

We may make reasonable changes to our website, app, Lara, programme content, technology, third-party providers and service functionality to:

We will not use this right simply to materially remove the core services or inclusions that a Build customer has already purchased without an appropriate reason or remedy.

Where a significant interruption caused by Ekaaro materially affects your ability to participate in Build, we may extend the programme period by an appropriate amount or provide another appropriate remedy where required.

24. Suspension or termination

We may suspend or end access to all or part of Ekaaro where reasonably necessary because of:

Any action we take will be reasonable and proportionate to the circumstances where required.

Ending access because of a genuine health or suitability concern will not automatically be treated in the same way as termination for fraud, abuse or deliberate misuse.

Your statutory rights remain unaffected.

25. Results and outcomes

Ekaaro is designed to support sustainable lifestyle and wellbeing change, but individual experiences and progress vary.

We do not guarantee:

Outcomes can depend on many factors, including your individual circumstances, participation and factors outside Ekaaro’s control.

This does not affect our obligation to provide services with reasonable care and skill.

26. Availability of the website and app

We take reasonable steps to keep Ekaaro services available and operating properly.

We do not guarantee uninterrupted 24-hour availability.

Access may occasionally be interrupted because of planned maintenance, updates, security work, technical faults, failures affecting third-party services or circumstances outside our reasonable control.

Where reasonably possible, we will seek to minimise material disruption to paid services.

Nothing in this section affects your statutory rights where a service or digital content does not meet the standards required by law.

27. Our responsibility to you

We will provide our services with the reasonable care and skill required by applicable UK consumer law.

Nothing in these Terms excludes or limits liability where it would be unlawful for us to do so, including liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation.

Subject to applicable law, Ekaaro is not responsible for losses that were not reasonably foreseeable when our contract with you was formed.

Where loss arises because you supplied materially inaccurate information, failed to follow clear safety instructions or used the service in a way clearly outside its intended purpose, this may affect Ekaaro’s responsibility to the extent permitted by law.

Information produced by third-party devices and services may be outside Ekaaro’s control, but we do not use third-party involvement to exclude responsibility for something that is legally our responsibility.

Ekaaro services are supplied for personal consumer use. We are not responsible for business losses such as loss of profit, loss of business, loss of opportunity or business interruption arising from consumer use of Ekaaro, to the extent permitted by law.

Nothing in these Terms affects your statutory consumer rights.

28. Complaints and contacting us

If you have a complaint or need support, contact support@ekaaro.health or use the contact form on the Ekaaro Health website.

Please provide enough information for us to identify your account and understand the issue.

We will aim to investigate and respond fairly within a reasonable time.

We do not currently promise telephone or in-app customer support.

Making a complaint does not affect your statutory rights.

29. Changes to these Terms

We may update these Terms where reasonably necessary because of:

We will take reasonable steps to notify existing customers of material changes that affect them.

The Terms applicable when you purchase a fixed-term Build programme will generally continue to apply to that purchase unless a change is required by law, is reasonably necessary for security or safety, or does not materially disadvantage you.

Where a material change adversely affects an ongoing Companion membership, we will provide reasonable notice and, where appropriate, allow you to cancel before that change takes effect.

The date at the top shows when these Terms were last updated.

30. Privacy and communications

We process personal information in accordance with our Privacy Policy.

Service communications relating to your account, payments, programme, appointments, safety or other necessary aspects of delivering Ekaaro are different from promotional marketing communications.

You do not have to agree to receive promotional marketing to purchase Build or Companion.

Where consent is required for marketing communications, we will request it separately and you can change your marketing preferences or withdraw consent as applicable.

31. Governing law and UK consumers

These Terms are governed by the laws of England and Wales.

Ekaaro is available to eligible consumers throughout the United Kingdom, and this governing-law provision does not exclude customers in Scotland or Northern Ireland.

If you live elsewhere in the United Kingdom, you retain any mandatory consumer protections that apply to you and any rights you have under applicable law to bring proceedings before a court with jurisdiction over the dispute.

32. Contact details

Ekaaro Ltd, trading as Ekaaro Health. Company number 17364549.

Registered office:
71-75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ

Email: support@ekaaro.health

You can also contact us using the contact form on the Ekaaro Health website.

33. Model cancellation form

Complete and send this form only if you wish to cancel your contract. You may instead send any clear statement of cancellation.

To: Ekaaro Ltd, trading as Ekaaro Health, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Email: support@ekaaro.health.

I / We [*] hereby give notice that I / We [*] cancel my / our contract of sale of the following goods [*] / for the supply of the following service [*]:

Ordered on [*] / received on [*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.