Terms and conditions
Last updated 6th November 2025
1. Introduction
These Terms and Conditions shall apply to the services that are accessible to you (the “Services”) from our mobile application (the “Flok Health App”) and our website at www.flok.health (the “Website”).
Each time you access the Flok Health App and Website you are agreeing that you will accept and will be bound by these terms as well as all other applicable laws and regulations relevant to the Services. Please read these terms carefully before accessing and using any of the Services. They form a legal agreement between you and Flok Health Ltd, a company registered in England and Wales (“we”, “our”, “us”, “Flok”) under company number 13873781.
Our Privacy Policy also sets out some very important information that you need to be aware of. The policy describes how we will collect, process, and use your information which may include your personal data as such term is defined under the General Data Protection Regulations.
Our Patient Information document also sets out regulatory information specific to the medical device components of our Services, and by accepting these Terms and Conditions you also acknowledge, accept, and agree to abide by the details of our Patient Information document.
Only continue to use our Services if you agree with these Terms and Conditions, and if you acknowledge and understand how we will use the information that you will provide to us.
We may revise these terms at any time without any obligation to provide you with notice. From time to time, updates to the Flok Health App may be issued through your app store provider. Depending on the update, you may not be able to use the Flok Health App until you have downloaded the latest version of the app and accepted any new terms.
Each time you access the Flok Health App and Website you are agreeing that you will accept and will be bound by these terms as well as all other applicable laws and regulations relevant to the Services. Please read these terms carefully before accessing and using any of the Services. They form a legal agreement between you and Flok Health Ltd, a company registered in England and Wales (“we”, “our”, “us”, “Flok”) under company number 13873781.
Our Privacy Policy also sets out some very important information that you need to be aware of. The policy describes how we will collect, process, and use your information which may include your personal data as such term is defined under the General Data Protection Regulations.
Our Patient Information document also sets out regulatory information specific to the medical device components of our Services, and by accepting these Terms and Conditions you also acknowledge, accept, and agree to abide by the details of our Patient Information document.
Only continue to use our Services if you agree with these Terms and Conditions, and if you acknowledge and understand how we will use the information that you will provide to us.
We may revise these terms at any time without any obligation to provide you with notice. From time to time, updates to the Flok Health App may be issued through your app store provider. Depending on the update, you may not be able to use the Flok Health App until you have downloaded the latest version of the app and accepted any new terms.
2. Accessing our Services
You confirm that you are over the age of 18 and legally able to enter into a binding agreement with us. In any event, our Services are not directed to anyone under the age of 18. If you are under the age of 18, please do not use or access our Services.
You warrant that you are the owner of the device to which you have downloaded our App and accessed the Services, or that you have obtained permission from the owner of that device to download the App and access the Services. You accept responsibility in accordance with these terms for the use of the App on any device, whether that device is owned by you. You also agree that we shall have no liability for the access of any of your information that’s accessible from our App in the event your device is shared, or you otherwise make it accessible to another party.
Our Services are only approved for and intended for use in the United Kingdom (’UK’) and the Flok Health App is only available for download from app store providers in the UK app stores. You acknowledge that your ongoing use of the Services must be within the UK, and that you should notify us immediately if you are no longer resident in the UK.
You warrant that you are the owner of the device to which you have downloaded our App and accessed the Services, or that you have obtained permission from the owner of that device to download the App and access the Services. You accept responsibility in accordance with these terms for the use of the App on any device, whether that device is owned by you. You also agree that we shall have no liability for the access of any of your information that’s accessible from our App in the event your device is shared, or you otherwise make it accessible to another party.
Our Services are only approved for and intended for use in the United Kingdom (’UK’) and the Flok Health App is only available for download from app store providers in the UK app stores. You acknowledge that your ongoing use of the Services must be within the UK, and that you should notify us immediately if you are no longer resident in the UK.
3. Our Services
Our Services comprise the provision of multidisciplinary musculoskeletal treatment for non-specific low back pain with or without associated leg symptoms. These symptoms may be acute or chronic. Assessment and treatment is primarily delivered in the form of interactive videos, which continuously adapt to based on multiple choice answers or inputs that you provide. We also offer telehealth appointments with members of our clinical team (this can be a doctor or a physiotherapist) where we determine that a more in depth consultation may be necessary or relevant as part of your treatment. We reserve the change (amend, restrict, or delete) the content making up our Services at any time and we have no obligation to maintain a particular content offering regardless of your affinity, level of completion, or engagement with that specific content offering.
4. Regulatory Status
The Flok Health App utilises the Flok Health Clinical Engine (CELBP2) which is a Class IIa medical device, and is regulated in the UK market by the Medicines & Healthcare products Regulatory Agency (’MHRA’). The MHRA Reference Number for Flok Health Ltd is 28281 and the GMDN Code for the Flok Health Clinical Engine is 67186. Flok is also a registered Healthcare Provider, regulated in England by the Care Quality Commission (’CQC’). Our Services include treatment for non-specific low back pain, with or without associated leg symptoms, and are not indicated for treatment of other health conditions. The personalisation of our Services uses information that you provide to us, and you acknowledge that you are solely responsible for the accuracy of the information that you input. You acknowledge that use of our Services cannot guarantee any specific results and should not replace any more specific and/or recent advice given to you by a relevant qualified medical professional.
5. Our Practitioners
We engage a range of subject matter experts from time to time as part of developing and delivering our content. Some of these practitioners may be independent, and are not subject to our instruction or control beyond their limited past or present engagement to develop content for our Services. In featuring or promoting our practitioners as part of our online and mobile assets, you acknowledge that we are not endorsing any services they provide in their independent capacities, and that we make no warranties or representation about their independent service offering. To the extent you engage directly with any past or present practitioner outside of the Services we provide, you agree that we will have no responsibility or obligation to you in relation to any such engagement or the associated results.
We may replace our practitioners at our discretion and your use, affinity, or engagement with an practitioner’s specific content does not create an obligation for us to maintain a particular practitioner, and shall not act in any way to restrict our ability to make decisions about our Services.
We may replace our practitioners at our discretion and your use, affinity, or engagement with an practitioner’s specific content does not create an obligation for us to maintain a particular practitioner, and shall not act in any way to restrict our ability to make decisions about our Services.
6. Your account and profile
You may have to create an account and provide us with a password before you can use some of our Services. Where an account is required, you must be authorised to take all actions that are performed on or through your account. You are responsible for maintaining the confidentiality of your password and account and are fully responsible for all activities that occur under your account. Your account must be used by you and nobody else and is not transferable. You shall immediately notify Flok should you suspect any unauthorised use of your account or password, you shall provide true, up-to-date and complete information about yourself during registration and ensure this information remains current.
7. Our Ownership Rights
The Services and the Flok Health App contain logos, software, computer code, images, audio files, videos, text, icons, graphics, information, and other content (collectively, “Flok Content”). All Flok Content and how it is assembled, collected, arranged, and delivered are the property of Flok and its licensors, and protected by copyright, trademark, and other proprietary and intellectual property laws.
Flok grants you a limited, personal, non-transferable, non-sublicensable, worldwide and non-exclusive licence to use the Flok Health App and the Flok Content solely for the receipt of the Services and only in accordance with these terms of use and any rules or policies applied by any app store provider from whose site you downloaded the Flok Health App. This licence is revocable at any time at our sole discretion without notice and with or without cause.
You shall not (and shall not allow any third party to), except to the extent expressly permitted under applicable law, copy, modify, frame, create a derivative work from, reverse engineer, reverse assemble, or otherwise attempt to discover any source code in the Flok Health App or any Flok Content.
You shall not sell, rent, lease, loan, redistribute, assign, sublicense, republish, grant a security interest in or otherwise transfer any right in the Flok Health App or Flok Content, in whole or in part. You must preserve all copyright and/or other intellectual property notices or watermarks contained in the Flok Content.
Nothing in these terms grants you a licence to use any Flok trademarks. You understand and agree that you will not obtain as a result of your use of the Service, any right, title or interest in or to any Flok Content or the Flok Health App.
Flok grants you a limited, personal, non-transferable, non-sublicensable, worldwide and non-exclusive licence to use the Flok Health App and the Flok Content solely for the receipt of the Services and only in accordance with these terms of use and any rules or policies applied by any app store provider from whose site you downloaded the Flok Health App. This licence is revocable at any time at our sole discretion without notice and with or without cause.
You shall not (and shall not allow any third party to), except to the extent expressly permitted under applicable law, copy, modify, frame, create a derivative work from, reverse engineer, reverse assemble, or otherwise attempt to discover any source code in the Flok Health App or any Flok Content.
You shall not sell, rent, lease, loan, redistribute, assign, sublicense, republish, grant a security interest in or otherwise transfer any right in the Flok Health App or Flok Content, in whole or in part. You must preserve all copyright and/or other intellectual property notices or watermarks contained in the Flok Content.
Nothing in these terms grants you a licence to use any Flok trademarks. You understand and agree that you will not obtain as a result of your use of the Service, any right, title or interest in or to any Flok Content or the Flok Health App.
8. Acceptable Use
You are prohibited from posting to or transmitting using the Services any material:
(a) that is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience;
(b) for which you have not obtained all necessary licences and/or approvals;
(c) which constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law of or infringe the rights of any third party, in any country in the world;
(d) which is technically harmful (including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data);
(e) contains or discloses another person’s personal data without his or her written consent;
(f) or collects or solicits another person’s personal data or Contribution for commercial or unlawful purposes.Flok shall be entitled to remove any material from its Services which is posted to or transmitted using the Services in contravention of these terms, or for any other reason.
You shall not:
(a) use the Services or any Flok Content in any unlawful manner;
(b) misuse the Services (including, without limitation, by hacking or inserting malicious code);
(c) infringe our or any third party’s intellectual property rights in your use of the Services or Flok Content;
(d) use the Services to transmit chain letters, junk or spam;
(e) use the Services to harass, abuse or harm another person;
(f) take any action that in our sole discretion places an unreasonable or disproportionately large load on our servers or other infrastructure; or
(g) use the Services in any way which may cause, or be likely to cause, access to or use of the Services to be interrupted, damaged or impaired in any way.
(a) that is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience;
(b) for which you have not obtained all necessary licences and/or approvals;
(c) which constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law of or infringe the rights of any third party, in any country in the world;
(d) which is technically harmful (including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data);
(e) contains or discloses another person’s personal data without his or her written consent;
(f) or collects or solicits another person’s personal data or Contribution for commercial or unlawful purposes.Flok shall be entitled to remove any material from its Services which is posted to or transmitted using the Services in contravention of these terms, or for any other reason.
You shall not:
(a) use the Services or any Flok Content in any unlawful manner;
(b) misuse the Services (including, without limitation, by hacking or inserting malicious code);
(c) infringe our or any third party’s intellectual property rights in your use of the Services or Flok Content;
(d) use the Services to transmit chain letters, junk or spam;
(e) use the Services to harass, abuse or harm another person;
(f) take any action that in our sole discretion places an unreasonable or disproportionately large load on our servers or other infrastructure; or
(g) use the Services in any way which may cause, or be likely to cause, access to or use of the Services to be interrupted, damaged or impaired in any way.
9. Termination of Services
We may terminate your access and use of the Services (or any of them) and these terms at our discretion if we have good reason to believe you have breached these terms. We may modify or discontinue, temporarily or permanently, the Services, or any part of them, or your access to them at our sole discretion. We will give you notice of such modification or discontinuance wherever possible. You agree that Flok shall not be liable to you or to any third party for any modification or discontinuance of the Services.
You may discontinue your use of the Services (or any part of them) at any time, and for any reason.
On termination of these terms for any reason:
(a) all rights granted to you under these terms shall cease;
(b) you shall no longer have access to any Services;
(c) you must immediately cease all activities authorised by these terms; and you must immediately delete or remove the Flok Health App from your devices.
You may discontinue your use of the Services (or any part of them) at any time, and for any reason.
On termination of these terms for any reason:
(a) all rights granted to you under these terms shall cease;
(b) you shall no longer have access to any Services;
(c) you must immediately cease all activities authorised by these terms; and you must immediately delete or remove the Flok Health App from your devices.
10. Links to and from other apps and websites
Any links to third party surveys, content, apps or websites are provided solely for your convenience. We have not reviewed all of these third party links and do not control and are not responsible for these third party links or their content or availability. We do not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the third party apps/websites linked to from our Services, you do so entirely at your own risk.
11. Indemnity
You agree to indemnify and hold Flok, and its affiliates, and its and their officers, directors, agents and employees, harmless from any losses, damages, costs, expenses (including reasonable legal fees) or other liability, arising out of any claim, demand, allegation or proceeding brought by any third party due to or arising out of any breach by you of any of these terms or applicable law; your misuse of the Services; your infringement of intellectual property rights or any other third party rights; and/or your failure to provide accurate, up to date information.
12. Disclaimers
The Services are provided "as is", without any conditions, warranties or other terms of any kind (other than those required by applicable law and which cannot be excluded by contract) and are used by you at your own risk. Accordingly, to the maximum extent permitted by law, we provide you with the Services on the basis that we exclude all representations, warranties, conditions and other terms which, but for these terms, might have effect in relation to the Services.
13. Limitations and exclusions of liability
Nothing in these terms shall exclude or limit your liability or our liability for death or personal injury caused by negligence; for fraud or fraudulent misrepresentation; or under any indemnity you have agreed to provide in these terms. Subject to this, we shall not be liable in contract, tort (including, without limitation, negligence), for pre-contract or other representations, or otherwise arising out of or in connection with these terms for:
(a) any economic losses (including, without limitation, loss of revenues, profits, contracts, data, business, anticipated savings or cost of substitute services);
(b) any loss of goodwill or reputation; or
(c) any special, indirect or consequential losses,
(d) in any case, whether or not such losses were within either of our contemplations at the date of acceptance of these terms.
Subject to the above, our aggregate liability to you in relation to all events or series of connected events occurring under these terms (and whether the liability arises because of breach of contract, negligence or for any other reason) shall be limited to the total amount you have paid for the Services in the six month period immediately preceding the date of the first event allegedly giving rise to the liability.
Nothing in these terms excludes any statutory rights which may apply to your use of the Services which cannot be excluded, restricted or modified by contract.
(a) any economic losses (including, without limitation, loss of revenues, profits, contracts, data, business, anticipated savings or cost of substitute services);
(b) any loss of goodwill or reputation; or
(c) any special, indirect or consequential losses,
(d) in any case, whether or not such losses were within either of our contemplations at the date of acceptance of these terms.
Subject to the above, our aggregate liability to you in relation to all events or series of connected events occurring under these terms (and whether the liability arises because of breach of contract, negligence or for any other reason) shall be limited to the total amount you have paid for the Services in the six month period immediately preceding the date of the first event allegedly giving rise to the liability.
Nothing in these terms excludes any statutory rights which may apply to your use of the Services which cannot be excluded, restricted or modified by contract.
14. General
These terms and the relationship between you and Flok shall be governed by the laws of England without regard to any conflict of law provisions of any jurisdiction. Both you and Flok agree to submit to the exclusive jurisdiction of the English courts, except that Flok may seek injunctive relief in any jurisdiction in order to enforce its rights under these terms.
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by any act or event beyond our reasonable control, including failure of public or private telecommunications networks (“Event Outside Our Control”). If an Event Outside Our Control takes place that affects the performance of our obligations under these terms of use:
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by any act or event beyond our reasonable control, including failure of public or private telecommunications networks (“Event Outside Our Control”). If an Event Outside Our Control takes place that affects the performance of our obligations under these terms of use:
- our obligations under these terms shall be suspended for the duration of the Event Outside Our Control; and
- we will use our reasonable endeavours to find a solution by which our obligations under these terms may be performed despite the Event Outside Our Control.
No person other than you and Flok shall have any rights under these terms in relation to your use of the Services.
Any failure of or delay by Flok to exercise or enforce any right or provision of the terms shall not constitute a waiver of this right or provision. If any provision of the terms is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavour to give effect to the parties’ intentions as reflected in the provision, and the other provisions of the terms shall remain in full force and effect.
You agree that these terms represent the entire understanding between you and Flok in respect of your relationship with Flok. These terms supersede any previous agreements between you and Flok including any previous version of these terms.
Any failure of or delay by Flok to exercise or enforce any right or provision of the terms shall not constitute a waiver of this right or provision. If any provision of the terms is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavour to give effect to the parties’ intentions as reflected in the provision, and the other provisions of the terms shall remain in full force and effect.
You agree that these terms represent the entire understanding between you and Flok in respect of your relationship with Flok. These terms supersede any previous agreements between you and Flok including any previous version of these terms.
15. Contact
Questions, comments and requests regarding our terms and conditions are welcomed and should be sent to support@flok.health.
