Lateral User Terms and Conditions

Effective Date: 16th January 2026

The “Lateral Platform” shall collectively refer to the following core components:

  1. The website;
  2. The onboarding quote flow;
  3. The member portal; and
  4. The Club. 

The Lateral Platform is operated by Live Lateral Limited (“Lateral”, “us”, “we”, “our”).  We are a company incorporated in England and Wales under company number 16287723 and our registered office address is located at 71-75 Shelton Street, London, England, WC2H 9JQ.

Before we explain what Lateral can offer you, we kindly ask you to read these terms (“User Terms”) carefully. 

Lateral provides membership-based healthcare services to support people aged 60-79. The Lateral Platform contains a wide range of helpful information, guidance, and suggestions to point you in the right direction regarding the care you need. However, it is important to note that all care will always be provided by third-party healthcare practitioners, who are fully responsible for all aspects of that healthcare, including any consultations, diagnostics, treatments, and any other healthcare-related services.

Whilst we will of course always try to be as helpful as possible, Lateral is not a healthcare provider itself, and please note that you should never use the information that you find on the Lateral Platform as a substitute for professional healthcare advice, including medical emergency services and any safeguarding emergency services.  

If you have any questions or would like to get in touch with us, please contact us at support@lateral.uk.

  1. Acceptance of these User Terms
  1. By accessing the Lateral Platform, or creating a user account, you confirm that you have understood and agree to be bound by:
  1. these User Terms;
  1. our End User Licence, which explain what you can and cannot do with the Lateral Platform and can be found at [link]; and
  1. our Privacy Policy here
  1. We may change these User Terms at any time by posting a revised version on the Lateral Platform. If legally required, we will notify you in advance via email of when the modified User Terms will take effect.
  1. Any change shall come into effect and be deemed accepted if you continue using our services and the Lateral Platform after the revised version is posted. If you do not wish to be bound by any changes, you must stop using our services and the Lateral Platform.
  1. Please continue to check here periodically for any updates. 
  1. The Club
  1. By signing up to the Lateral Platform you will have access to our newsletter, including educational and self guided support through articles and other content. However, you will not have access to any of Lateral’s paid membership services.
  1. Lateral Health Plan 
    1. When you purchase a Lateral Health Plan membership, you will also have access to some or all of these benefits:   
      1. Health insurance which provides you with cover for eligible costs in accordance with the terms of the Policy;
      2. Assistance through our Nurse Navigation service, which allows you to speak with a qualified nurse who can provide support, navigation and advice on next steps;  
      3. Access to other Partners that provide healthcare services and support; and
      4. An annual health check package provided by one of our Partners. 
    2. As part of your membership, you have purchased an insurance policy. This section explains the key details of your coverage and how it operates. 
    3. The insurance provides you with financial protection in respect of certain insurance risks.  You must carefully read the Policy and any summary of cover to understand what is and is not covered. 
    4. Lateral will sell, distribute and manage the Policy, but is not the underlying insurer (this will be confirmed in your Policy documents). You will be the named insured under the Policy and will retain the rights and obligations under it. You are the beneficiary of the insurance protection provided under the Policy, subject always to its terms and conditions.
    5. Claims are assessed and handled by Patient Advocate on behalf of the Insurer. Lateral facilitates and may provide various types of input on the claims process but ultimately will not make any final decisions on claim outcomes. You may be required to provide additional information or documents to support a claim and agree to do so promptly when requested. 
    6. In the event of any disputes or disagreements regarding payment or handling of an insurance claim, Lateral will work with the Insurer to resolve the issue. 
    7. Where you or any party acting on your behalf submits a fraudulent claim or uses fraudulent means or devices to obtain approval of a claim coverage or otherwise any benefit under these User Terms (“Fraudulent Act”) Lateral shall be entitled, without prejudice to any other rights and remedies available to it, to:
      1. Repudiate any claim arising from the Fraudulent Act in full;
      2. Terminate your membership;
      3. Repudiate the Policy in full, from the time such Fraudulent Act is committed; and 
      4. Recover from you any costs in respect of any losses incurred as a result of the Fraudulent Act.
    8. In addition, the Insurer will be entitled to terminate any Policy with immediate effect from the date of the Fraudulent Act, and to retain all premiums paid with no obligation to refund any portion thereof. 
    9. You understand and agree that:
      1. Other than as expressly provided elsewhere, your use of the benefits provided by Lateral is discretionary and you are under no obligation to accept, use, or continue using the benefits. Failure to use the benefits does not entitle you to any refunds. 
  1. Lateral does not provide healthcare services itself. Lateral’s responsibility is to provide you with insurance cover, and facilitate access to  healthcare services offered by its Partners. Lateral does not engage in the practice of medicine or otherwise provide any form of medical advice. 
  1. Whilst Lateral endeavours to partner with reputable Partners, it makes no warranty or representation as to the quality, availability, or outcome of any services provided by these Partners.
  1. Where you choose to access or use any service, product or benefit provided by a Partner, that service may be provided under a separate contract between you and that provider. Where that is the case, you will be provided with a copy of that Partner’s own terms and conditions and will be bound by these when using their services. You must read and understand those terms before using their services. Lateral is not legally responsible for any aspect of the Partner’s services, except where required by law.
  1. Lateral partners with qualified nurses who may provide you with non-clinical guidance and navigation support. The nurses are licensed healthcare professionals and operate in compliance with all applicable medical standards and regulations. Users must obtain a referral (following the process outlined in the Policy documents) before accessing the nurse navigation service. Any non-clinical guidance and navigation support provided by the nurses is not a substitute for a comprehensive medical consultation with a physician or other healthcare provider. 
  1. Lateral and its Partners reserve the right to escalate safeguarding concerns, which may involve contacting emergency services or appropriate authorities.
  2. Nurses do not assess emergencies or urgent concerns. Such cases are escalated to emergency services, a General Practitioner, or the most appropriate safeguarding pathway. You must seek emergency help directly if required.
  3. All personal, medical or, where necessary, payment information provided by you must be accurate, up-to-date and complete.
  4. The Lateral Platform is provided via the internet and as a result Lateral cannot and does not guarantee that the Lateral Platform, or any content on it, will always be available or be uninterrupted. This is because interruptions, delays and/or other problems are inherent in the provision of services via such communication facilities. Lateral may temporarily suspend, withdraw or restrict the availability of all or any part of the Lateral Platform, to the extent necessary for operational reasons and Lateral shall use reasonable endeavours to minimise the effects of any such suspension, withdrawal or restriction and to notify the User of any such suspension, withdrawal or restriction.

  1. Payment Terms 
  1. By signing up to the Lateral Health Plan, you agree to pay the Membership Fees as displayed at the time of purchase. 
  2. Payments can be made through Amazon Pay, Google Pay, Revolut Pay,  Apple Pay or by card (including Cartes Bancaires) processing through Stripe. By selecting a payment method, you agree to be bound by the applicable terms and conditions of the payment provider you choose. 
  3. You understand and agree that:
    1. By submitting your payment details you authorise us to automatically charge your payment method for the applicable Membership Fees, unless and until you cancel in accordance with these User Terms.  
    2. You are responsible for ensuring that your payment details are accurate and up to date. Should the payment fail for any reason we may restrict your access to the Lateral Health Plan or reattempt to process the payment. 
    3. We reserve the right to change the Membership Fees from time to time, whether pursuant to the Policy terms or these User Terms. Any changes will be notified to you in advance and will only take effect from your next billing cycle. If you do not agree to the price increase, you may cancel your membership before the new price applies. 
  1. Term and Termination
    1. Membership Cancellation
      1. The Lateral Health Plan is an annual membership and will automatically renew for successive terms of 12 months, subject to you meeting the renewal eligibility criteria as provided under your Policy. 
      2. We will notify you in advance when your renewal date is approaching and provide details of any changes to your membership  and pricing for the next year. Pricing can be influenced by your age, increased medical cost inflation, and previous claims history. If you choose not to continue your membership under the updated terms, you must notify Lateral of your intent to cancel. 
      3. In the event you choose not to renew your membership and you are undergoing treatment at that time, Lateral shall remain responsible for the costs of any treatment authorised during your annual term, provided that the treatment plan is submitted and payment becomes due within three (3) months of the end date of your Policy. You shall be responsible for all other costs associated with the continuing treatment from such point of cancellation/non-renewal, at which point Lateral shall have no further liability.
      4. In addition to your rights noted at clause 5.1.5, you may cancel your membership at any time but your cancellation will take effect at the end of your current annual term. 
      5. Cooling Off Period
        1. You have the legal right to cancel your membership within 14 days of the start date of your membership without giving any reason (“Cooling Off Period”). 
        2. To cancel your membership, you must notify us of your decision to cancel before the 14 day period expires. You can do this by:
          1. Contacting our customer support team at support@lateral.uk; or 
          2. Cancelling through your online account. 
        3. If you cancel within the Cooling Off Period and you have not used any membership benefits, we will refund any payments you have made within 14 days of receiving your cancellation request and refunds will be made to the original payment method. 
        4. If you have used any membership benefits during the Cooling Off Period, we may deduct the reasonable cost of those benefits from any refund due. Where the cost of the benefit exceeds the amount paid to date, you will be required to pay the outstanding balance.
      6. In respect of the insurance element of the services, after the Cooling Off Period:
        1. If you pay monthly, your cover will end at the conclusion of your current billing cycle. No refunds will be issued.
        2. If you paid annually upfront, and unless you have already made a claim under your Policy, you will be entitled to a pro-rated refund for the period of cover between the date you requested cancellation and the policy expiry date. By ‘claim’, we mean either using your Health Check, receiving any private treatment, or utilising the nurse navigation service.  
      7. Except where required by law or otherwise as provided at clause 5.1.6, your Membership Fees will be non-refundable once the Cooling Off Period has ended.
    2. Our Right to Suspend or Terminate your Membership
      1. We may suspend or terminate your membership to the Lateral Health Plan if:
        1. You violate these User Terms;
        2. You fail to pay the Membership Fees when due and do not make payment after we notify you;
        3. You misuse the benefits, provide misleading information or act in a fraudulent manner; or
        4. We are required to do so by law, regulation or a regulatory authority. 
      2. The suspension or deletion of your membership account shall not entitle you to any claims for compensation, damages or reimbursement. It also does not relieve you of any existing payment or other obligations.
  1. Limitation of Liability and Indemnity
    1. To the fullest extent permitted by law, Lateral shall have no liability in respect of the actions or omissions of our Partners. Lateral is not responsible for the diagnosis, treatment, or medical advice provided by these Partners, nor for any outcomes resulting from such services. You acknowledge that Lateral’s role is primarily to provide access to these Partners, and any engagement between the and the Partners is at your discretion and risk. Additionally, Lateral shall not be liable for any treatments that exceed the limits of the insurance policy. 
    2. In addition, Lateral shall not be liable for any costs, fees or losses incurred by you that arise directly or indirectly from any act, delay, prevention or omission of the Partners, including where such losses are foreseeable or not. 
    3. Where you seek guidance from the Nurse Navigation service, Lateral shall not be liable for any suggestion, advice or guidance provided by nurse, subject always to clause 6.7. The Nurse Navigation services are provided by registered nurses who are subject to professional standards and regulatory requirements applicable to their role, including those set by the Nursing and Midwifery Council (NMC). Nurse navigators provide non-clinical guidance and navigation support only, within a defined scope of practice. 
  1. In any event, the total liability of Lateral to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with these User Terms, shall be limited to an amount equal to five times the Membership Fees paid by you in the twelve (12) months immediately preceding the event giving rise to the claim.
  1. We do not limit or exclude our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence or for fraud and fraudulent misrepresentation.
  1. We will have no liability to you for any special, indirect or consequential loss, costs, damages, charges or expenses. 
  1. You agree to indemnify and hold Lateral and its subsidiaries, affiliates, officers, directors, agents, partners and employees harmless from and against any loss, damage, claim, demand ⁠including but not limited to lawyer's fees and costs ⁠ arising due to or in relation with your breach of these User Terms or any third-party rights or statutory provisions. 
  1. Data Protection
    1. You understand that by becoming a member of the Lateral Health Plan, we will need to collect certain Personal Data from you, including Sensitive Personal Data, such as health related data, in order to:
      1. Deliver your insurance policy and provide you with access to the healthcare services;
      2. Protect life in the event of an emergency; and  
      3. Meet our legal obligations such as fraud detection.
    2. We will also use your Personal Data in order to personalise your user experience and to improve our services, both to you and other Lateral members. However, when using your Personal Data to improve our services we will always do so on an anonymised and aggregated basis. 
    3. When processing Personal Data, we will always do so in accordance with the Data Protection Laws and our Privacy Policy. 
    4. Lateral shall implement appropriate technical and organisational measures to protect your Personal Data processed pursuant to these User Terms against unauthorised or unlawful processing, accidental loss, destruction, or damage. 
    5. For more information please visit our Privacy Policy page. 
  2. Licence and Intellectual Property
  1. Lateral grants you a non-exclusive, non-transferable, royalty-free and revocable licence to use the Lateral Platform in accordance with these User Terms.
  1. All trademark rights, copyright, database rights, and any other Intellectual Property Rights of any nature vesting in the Lateral Platform together with the underlying software code are exclusively owned by Lateral.
  1. Lateral reserves the right to withdraw this licence (and therefore your access to the Lateral Platform) at any time if you breach these User Terms (and otherwise at Lateral’s sole discretion).
  1. General Provisions
    1. Lateral’s failure to assert any right or provision under these User Terms shall not constitute a waiver of any such right or provision. No waiver shall be considered a further or continuing waiver of such term or any other term.
  1. Without prejudice to any more specific provision of these User Terms, any Intellectual Property Rights, such as copyrights, trademark rights, patent rights and design rights related to the Lateral Platform are the exclusive property of Lateral or its licensors and are subject to the protection granted by applicable laws or international treaties relating to intellectual property.
  1. Lateral reserves the right to transfer, assign, dispose of by novation, or subcontract any or all rights or obligations under these User Terms, taking your legitimate interests into account. Provisions regarding changes of these Users Terms will apply accordingly.
  1. You may not assign or transfer your rights or obligations either under these User Terms in any way, without our written permission.
  2. Lateral will not be liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to acts of God, natural disasters, epidemics or pandemics, government actions, regulatory changes, strikes, power or internet outages, cyber attacks or failure of third party service providers (“Force Majeure Event”). Lateral’s obligations may be suspended for the duration of the Force Majeure Event. 
  3. Should any provision of these User Terms be deemed or become invalid or unenforceable under applicable law, the invalidity or unenforceability of such provision shall not affect the validity of the remaining provisions, which shall remain in full force and effect.
  1. These User Terms shall be governed by and construed in accordance with the laws of England and Wales. In the event of any dispute or claim, the parties shall first attempt to resolve the matter through good faith negotiations. Should those negotiations fail, the parties agree that the courts of England and Wales will have exclusive jurisdiction over any disputes.

Definitions 

“Data Protection Laws” means all relevant data protection laws, regulations and rules which may apply to the Parties, including but not limited to the UK Data Protection Act 2018, the General Data Protection Regulation 2016/679, and the Privacy and Electronic Communications (EC Directive) Regulations 2003. “Personal Data” and “Sensitive Personal Data” shall mean as defined within the Data Protection Laws. 

“Insurance” means the Insurance Policy that provides coverage for your benefits in respect of eligible claims.  

“Insurer” means the insurance company or insurance companies appointed by Lateral to provide the Insurance. 

“Intellectual Property Rights” means all patents, rights to inventions, utility models, copyright and related rights, trademarks, service marks, trade, business and domain names, rights in trade dress or get-up, rights in goodwill or to sue for passing off, unfair competition rights, rights in designs, rights in computer software, database rights, topography rights, rights in confidential information (including know-how and trade secrets) and any other intellectual property rights, in each case whether registered or unregistered and including all applications for, and renewals or extensions of, such rights, and all similar or equivalent rights or forms of protection in any part of the world.

“Lateral Platform” means the Lateral website, onboarding quote flow, the member portal, and the Club, including its subdomains and any other website through which Lateral makes its service available; applications for mobile, tablet and other smart device systems; the Application Program Interfaces (API.)

“Membership Fees” means the fees payable by you for your membership and access to the Lateral Health Plan, payable either monthly or annually upfront, as set out at the point of purchase or otherwise notified to you from time to time.

“Nurse Navigation” means our nurse navigation partner (Patient Advocate) that works with you to find the best path forward utilising either NHS services and/or private benefits in your health plan. 

“Partners” means collectively the internal and external care providers we partner with who are independent healthcare providers and other entities that provide healthcare services.