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Terms

Terms and Conditions

Last updated: 21 August 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 hello@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.

Passing Find Your Fit does not guarantee continued eligibility if information provided later indicates that the service is not appropriate.

We may decline, suspend or end your participation where:

If you have paid for Build and we determine during post-payment onboarding that Build is not suitable for you before your programme has been activated, we will cancel your participation and refund the amount you paid to Ekaaro.

Different arrangements may apply once your programme has started, as explained below.

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, lifestyle guidance and an included hydration product bundle.

When your 16 weeks begin

Payment alone does not start the 16-week programme.

Your programme begins when Build is activated in your Ekaaro account following completion of the required onboarding and confirmation of suitability.

The activation date becomes the start date of your 16-week programme.

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, Ekaaro may treat the appointment as having been used. We may choose to rearrange an appointment where we consider this reasonable in the circumstances.

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.

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 hello@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.

Where possible, fulfilment will take place after post-payment onboarding and suitability confirmation.

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. This may include returning goods where the law permits us to require this. 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.

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 cancel at any time using the cancellation method made available through Ekaaro or by contacting us. We will make information about how to cancel reasonably accessible.

Unless applicable law requires otherwise, cancellation takes effect at the end of the billing period you have already paid for and you will retain access until that date.

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 normally purchased as a one-off payment.

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.

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. Statutory cancellation rights

When you purchase Build or Companion online, you may have statutory cancellation rights under UK consumer law.

Services

Where a statutory 14-day cancellation period applies to a service, you may ask us to begin providing that service during the cancellation period.

If you make that request and later exercise your statutory right to cancel before the service has been fully performed, we may be entitled to charge a proportionate amount for services supplied up to the point when you told us you wished to cancel, where permitted by law.

Starting a service during the cancellation period does not by itself remove your statutory right to cancel the remaining service.

Your cancellation right in relation to a service may end once that service has been fully performed where the requirements of applicable law have been satisfied.

Digital content

Different rules apply to digital content supplied immediately.

Where required, before providing digital content during the cancellation period we will ask for your express consent to immediate supply and your acknowledgement that beginning supply may result in the loss of the applicable statutory right to cancel that digital content.

Where the legal requirements have been satisfied and supply of the digital content has begun, the statutory cancellation right relating to that digital content may be lost.

Exercising your right

To exercise a statutory cancellation right, contact hello@ekaaro.health or use our website contact form and clearly tell us that you wish to cancel.

You may also use the model cancellation form at the end of these Terms, although you are not required to use that form.

Any refund due following statutory cancellation will be made in accordance with applicable consumer law.

Nothing in this section limits any statutory rights you have.

17. Refunds and ending Build early

If we determine during post-payment onboarding that Build is not suitable for you and your programme has not yet been activated, we will cancel your participation and provide a full refund of the amount paid to Ekaaro.

Once Build has been activated, refunds are not automatically available simply because you decide not to continue.

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:

hello@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: hello@ekaaro.health

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

Model Cancellation Form

Complete and return this form only if you wish to cancel your contract. You do not have to use this form and may instead contact us directly.

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

I/We hereby give notice that I/We wish to cancel my/our contract for the following service or programme: