Legal

Terms of Use

Last updated: April 2026

1. About These Terms

These Terms of Service ("Terms") govern your use of the Haelo app, website, and related services (collectively, the "Service") provided by Haelo Life Ltd ("we", "us", "our"), a company registered in England and Wales.

By downloading the app, creating an account, or using any part of the Service, you agree to these Terms. If you do not agree, do not use the Service.

These Terms should be read alongside our Privacy Policy and Medical Disclaimer, which are incorporated by reference.

2. Eligibility

You must be at least 16 years old to use Haelo. By using the Service, you confirm that you are 16 or older.

The UK's minimum digital age of consent under section 9 of the Data Protection Act 2018 is 13 for general information society services. We have voluntarily set our minimum at 16 as a product policy, reflecting the sensitivity of the special category health data (symptom logs, HealthKit biometrics, biomarkers) that Haelo processes, and the heightened consent standard required under Article 9(2)(a) UK GDPR for such data.

We do not knowingly allow users under 16 to create accounts. If we discover an account belonging to someone under 16, we will close it and delete all associated data promptly.

3. Your Account

To use Haelo, you must create an account using Sign in with Apple. You are responsible for:

  • Keeping your account credentials secure
  • All activity that occurs under your account
  • Ensuring your account information (including postcode and health profile) is accurate

If you believe your account has been compromised, contact us immediately at support@haelo.life.

You may not create more than one account. You may not sell, transfer, or assign your account to another person.

4. The Service

Haelo is a hayfever companion app. It provides:

  • Live and forecast pollen data for your location
  • Personalised symptom logging and trend analysis
  • Evidence-based recommendations and educational content
  • Integration with Apple HealthKit for contextual health insights
  • Community anonymised data from other users in your area
  • Premium features including personal risk prediction and advanced toolkit (see Section 5)

Haelo is a wellness app, not a medical device. Nothing in the Service constitutes medical advice, diagnosis, or treatment. See our Medical Disclaimer for full details.

5. Subscriptions

5.1 Subscription Tiers

Haelo is available in a free tier and a Premium subscription. Premium features are described in the app and on our website.

5.2 Pricing

Current subscription pricing:

  • Monthly: £4.99/month
  • Annual: £29.99/year
  • Lifetime: £79.99 (one-time payment)

Prices are displayed in the app before purchase and may vary by region. All prices include VAT where applicable.

5.3 Right of Withdrawal and Consumer Contracts Regulations 2013

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you ordinarily have a 14-day right to withdraw from a contract for digital services without giving a reason.

However, under Regulation 37, this right is lost once performance of the digital service has begun, if you have given prior express consent to begin performance before the withdrawal period expires and acknowledged that your right of withdrawal will thereby be lost. By subscribing to Haelo Premium and beginning to use Premium features immediately, you give that consent and acknowledgement. This is stated clearly on the payment confirmation screen.

If you subscribe but do not access any Premium features within 14 days, you retain the right to withdraw by contacting support@haelo.life. In this case we will process a full refund. For refunds after the 14-day window or after Premium features have been used, see Section 5.6.

5.4 Free Trial

Where a free trial is offered, it begins immediately upon subscription. If you do not cancel before the trial period ends, your subscription will automatically convert to a paid subscription at the advertised price.

5.5 Auto-Renewal

Monthly and annual subscriptions automatically renew at the end of each subscription period unless you cancel at least 24 hours before the renewal date. Renewal charges are applied to your Apple ID account.

You authorise Apple to charge your payment method on each renewal date. Prices may change at renewal — we will give you at least 30 days' notice of any price increase.

5.6 Cancellation

You can cancel your subscription at any time through the App Store (Settings → Apple ID → Subscriptions). Cancellation takes effect at the end of your current billing period — you retain access to Premium features until then. We do not offer partial refunds for unused subscription periods except where required by law (including your statutory rights under the Consumer Rights Act 2015).

5.7 Refunds

All purchases are processed through Apple and are subject to Apple's refund policy. To request a refund, use the "Report a Problem" link in your App Store purchase history. We cannot process refunds directly.

Your statutory rights under the Consumer Rights Act 2015 are not affected by anything in these Terms — in particular, if the Service does not conform to the description we provided or is not of satisfactory quality, you may have rights to a price reduction or refund under Part 1 Chapter 3 (digital content).

5.8 Lifetime Subscription

The lifetime subscription grants Premium access for the lifetime of the app, not the lifetime of any particular device. If we discontinue the app entirely, we will provide at least 90 days' notice and a pro-rated refund for lifetime subscribers whose purchase was within the preceding 24 months.

6. User Content

6.1 Your Data

Symptom logs, health data, and other personal information you enter into Haelo ("Your Data") remain yours. You grant us a limited, non-exclusive licence to store, process, and use Your Data solely to provide and improve the Service, as described in our Privacy Policy.

We do not claim ownership of Your Data.

6.2 Community Contributions

If you enable community sharing, your symptom data is included in anonymised, aggregated community statistics. Once aggregated, individual contributions cannot be extracted or removed. This contribution is voluntary — you can disable community sharing at any time in Settings.

6.3 Feedback

If you submit feedback, bug reports, or feature suggestions through the app or by email, you grant us an irrevocable, royalty-free licence to use that feedback to improve the Service. We are not obliged to act on feedback or compensate you for it.

7. Intellectual Property

All content in the Haelo app — including the design, code, text, graphics, audio, educational articles, research summaries, pollen risk models, and brand identity — is owned by or licensed to Haelo Life Ltd and protected by UK and international copyright, trade mark, and other intellectual property laws.

You may not copy, reproduce, distribute, modify, or create derivative works from any part of the Service without our prior written consent, except as permitted by law (e.g. personal non-commercial use).

The Haelo name and logo are trade marks or pending trade marks of Haelo Life Ltd. Nothing in these Terms grants you any right to use our trade marks.

8. Acceptable Use

You agree not to:

  • Use the Service for any unlawful purpose or in violation of these Terms
  • Attempt to gain unauthorised access to our systems, other users' data, or our backend infrastructure
  • Reverse-engineer, decompile, or disassemble the app
  • Use automated tools (bots, scrapers) to access or extract data from the Service
  • Submit false, misleading, or fabricated symptom data intended to manipulate community statistics
  • Impersonate another person or entity
  • Use the Service in any way that could damage, disable, or impair it or interfere with other users

We reserve the right to suspend or terminate your account if you breach these terms.

9. Availability and Changes

We aim to provide the Service continuously but do not guarantee uninterrupted availability. We may perform maintenance, updates, or changes at any time, with or without notice for minor changes, and with reasonable notice for major changes that affect core features.

We may modify, suspend, or discontinue any part of the Service at any time. If we discontinue the Service entirely, we will provide at least 90 days' notice via the app and by email (if we hold your email address).

We may update these Terms from time to time. We will notify you of material changes via an in-app notice at least 14 days before they take effect. Continued use of the Service after that date constitutes acceptance of the revised Terms. If you do not agree to the changes, you may cancel your subscription and delete your account before they take effect.

10. Third-Party Services

The app integrates with third-party services including Apple HealthKit, Firebase (Auth, Firestore, Cloud Functions, FCM, Crashlytics, Analytics, Remote Config, App Check), Ambee, OpenWeather, RevenueCat, Resend, and others. Your use of those services is subject to their respective terms and privacy policies. We are not responsible for the availability, accuracy, or conduct of third-party services.

Pollen data is sourced from Ambee and the Copernicus Atmosphere Monitoring Service (CAMS). Weather data is sourced from OpenWeather. The accuracy of this data is subject to limitations — see our Medical Disclaimer.

11. Digital Content Standards and Disclaimer of Warranties

Under the Consumer Rights Act 2015 (Part 1, Chapter 3), digital content supplied under a contract must be of satisfactory quality, fit for the purpose we described, and as described. Nothing in these Terms removes or restricts those statutory rights.

Subject to those rights and to the extent permitted by the Consumer Rights Act 2015 and other applicable UK law, the Service is provided "as is" and "as available". We do not give additional warranties beyond those implied by statute. In particular, we do not warrant that:

  • The Service will be uninterrupted or error-free
  • Pollen forecasts or risk predictions will be accurate for your specific location or circumstances
  • The Service will meet your specific health management needs

Nothing in these Terms excludes or limits our liability for:

  • Death or personal injury caused by our negligence
  • Fraud or fraudulent misrepresentation
  • Any liability that cannot be excluded or limited under the Consumer Rights Act 2015, Unfair Contract Terms Act 1977, or any other applicable UK legislation

12. Limitation of Liability

This section sets out our liability to you. It does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation — those rights cannot be excluded by contract.

Subject to Section 11 (non-excludable liabilities) and subject to your statutory rights, Haelo Life Ltd's total aggregate liability to you for any claim or series of claims arising under or in connection with these Terms or your use of the Service shall not exceed the greater of:

  • The total amount you paid for the Service in the 12 months preceding the event giving rise to the claim; or
  • £50.

To the extent permitted under the Consumer Rights Act 2015 and the Unfair Contract Terms Act 1977, we will not be liable for:

  • Indirect or consequential loss (including loss of profits, loss of data, or loss of goodwill) — noting that the CRA 2015 limits how broadly this exclusion applies to consumers
  • Health outcomes or adverse effects resulting from reliance on pollen forecasts, risk predictions, or educational content in the app
  • Decisions about medication, medical treatment, or healthcare made on the basis of information presented in the app

This limitation reflects the inherent uncertainty of environmental data and the wellness (not medical) nature of the Service. The cap is a reasonable estimate of our ability to insure against and manage claims of this type.

If you suffer a problem with the digital content we supply (e.g. a bug that corrupts your symptom log data), your primary remedy under the Consumer Rights Act 2015 s.43 is repair or replacement. If repair or replacement is impossible or disproportionate, you may be entitled to a price reduction.

13. Indemnification

You agree to indemnify and hold harmless Haelo Life Ltd, its directors, employees, and agents from any claims, losses, liabilities, damages, or expenses (including legal fees) arising out of your breach of these Terms or misuse of the Service.

14. Governing Law and Disputes

These Terms are governed by the laws of England and Wales. Subject to your statutory rights as a UK consumer, any dispute arising under these Terms shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

Consumers in Scotland and Northern Ireland retain the right to bring proceedings in the courts of their home jurisdiction under UK consumer law. Nothing in these Terms removes that right.

Dispute resolution: Please contact us first at support@haelo.life. We aim to resolve complaints informally within 14 days. If we cannot reach resolution, you may refer the dispute to an Alternative Dispute Resolution (ADR) scheme. We are willing to use the Centre for Effective Dispute Resolution (CEDR) (cedr.com) as an ADR provider for consumer disputes. The European Commission's Online Dispute Resolution platform is no longer available to UK consumers following Brexit.

For disputes involving small amounts, you may also use the Money Claim Online service or the small claims track of the County Court without legal representation.

15. General

Entire agreement: These Terms, the Privacy Policy, and the Medical Disclaimer constitute the entire agreement between you and Haelo Life Ltd regarding the Service and supersede all prior agreements.

Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force.

Waiver: Our failure to enforce any right or provision of these Terms is not a waiver of that right or provision.

Assignment: We may assign our rights and obligations under these Terms (e.g. in a business sale) without notice. You may not assign your rights.

16. Contact

Haelo Life Ltd
Email: support@haelo.life
Privacy queries: privacy@haelo.life