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Terms of Service

1. Contacting us

The best way to get support from us is to first create an account and get your commitment-free personalised Gaia Plan. You’ll also be able to book a call with our support team to discuss your Gaia Plan in more detail. You can also find most answers in our FAQs.

Alternatively, you can contact us directly here. We will respond to you by email at the email address you provide.

If we experience serious inappropriate behaviour towards our personnel (for example repeated harassment or abusive or aggressive language) we may withdraw your access to certain means of communication with us. We will always try to resolve the problem first and give you fair warning if we consider your behaviour to be serious enough for us to need to withdraw access, but if serious inappropriate behaviour continues after we have warned you then we reserve the right to withdraw your access.

2. Gaia

These terms of service (the “Terms”) are between you and Gaia Fertility Limited (“Gaia”). Gaia is a private limited company registered in England and Wales under Company Number 12009812 at registered office address Great Western Studios, 65 Alfred Rd, London, W2 5EU. Gaia Fertility Ltd is authorised and regulated by the Financial Conduct Authority in the UK under Firm Reference Number 985551.

3. Application of these Terms

These Terms apply to the use of the Gaia website https://gaiafamily.com/ (the “Website”) and any of the services which Gaia may provide through the Website other than any insurance contracts, loans or Gaia memberships, each of which are subject to different terms and conditions.

4. By using the Website you accept these terms

By using the Website, you confirm that you accept these Terms and that you agree to comply with them.

Please note that we only provide the Website for domestic and private use. You agree not to use the Website for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

By using this Website you agree to receive your insurance policy and loan documents via electronic mail. If for some reason you'd rather receive your policy or loan as a hard copy, just reach out to us to let us know.

If you do not agree to these Terms, you must not use the Website.

The data requested by on the Website when requesting a Gaia Plan must be given completely and correctly, however errors can be corrected at any time. We will request treatment details from you and your chosen clinic when you apply for your final Gaia Plan and will use these to validate the information you have given us. We will speak to you about any discrepancies.

5. Additional terms

Your use of the Website is also subject to the terms of our Privacy Policy, which is available at https://gaiafamily.com/privacy-policy.

6. Changes to these terms

We amend these Terms from time to time. Every time you wish to use the Website, please check these Terms to ensure you understand the Terms that apply at that time.

7. Changes to the Website

We may update and change the Website from time to time, for example to reflect changes to our products, our users' needs and our business priorities. We will try to give you reasonable notice of any major changes using the contact details you have provided us.

8. Gaia Plans

The Gaia Plans provided on the Website are indicative only. Your final Gaia Plan will be set out in your Gaia membership agreement. Unless otherwise communicated to you in writing by Gaia, you will have three months to sign your Gaia membership agreement after it is sent to you. 

Gaia reserves the right to change or withdraw your Gaia Plan at any time before you sign your Gaia membership agreement. We will always notify you of any changes and the reasons for those changes. Examples of reasons why we may need to change or withdraw your Gaia Plan are changes in your financial situation, changes to your treatment path or changes to the cost of your treatment.

All Gaia Plans are offered at Gaia’s sole discretion. We may choose not to offer, or to withdraw an offer of, a Gaia Plan if we are concerned that you do not understand your Gaia Plan or the financial implications of your Gaia Plan.

If you believe that we have made a mistake in your Gaia Plan or in our decision not to offer you a Gaia Plan, please contact us here.

9. Termination; Blocking

Gaia may immediately suspend or terminate your account on the Website or if it reasonably considers that you have:
(a) acted unlawfully, fraudulently, or in breach of these Terms; or
(b) deliberately provided false or misleading information, or sought to evade any technical or security protections relevant to the Website.

Gaia will inform you of the reasons for any such suspension or termination.

10. Transferring this agreement

We may transfer our rights and obligations under these Terms to another organisation. We will ensure that the transfer will not affect your rights under these Terms.

11. Users in the UK

The Website is directed to people residing in the United Kingdom. We do not represent that content available on or through the Website is appropriate for use or available in other locations.

Gaia is only able to offer insurance policies that fall within criteria that have been set by our insurance partners. There are lots of criteria that the policies must comply with and one of these is that the person receiving the treatment be domiciled in the United Kingdom. You may be required to provide evidence satisfactory to Gaia that you are domiciled in the UK before we can provide you with a final Gaia Plan.

12. Account details

If you create an account on the Website, you must ensure that you keep your information up to date. Personal access data (such as passwords and login details) must not be forwarded to third parties and must be maintained to protect them from the access by third parties. 

If you choose a password or you are provided with a user one time password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party. 

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these Terms.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us by using the contact form here.

13. How you may use material on the Website

We are the owner or the licensee of all intellectual property rights in the Website and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy, and may download extracts, of any page(s) from the Website for your personal use and you may draw the attention of others to content posted on the Website. You must not use any part of the content on the Website for commercial purposes without obtaining a licence to do so from us or our licensors.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on the Website must always be acknowledged.

If you print off, copy, or download any part of the Website in breach of these Terms, your right to use the Website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

14. Non-reliance

Gaia does not provide, and nothing on the website is intended to be, financial or medical recommendations or advice. The content on the Website is provided for general information only and it is not intended to amount to advice on which you should rely. You may wish to obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on the Website.

15. Links to other websites

Where the Website contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of those sites or resources.

16. Making a complaint

We know first-hand that IVF is a stressful experience, and our core aim is to relieve some of that burden not add to it. And therefore, we take any complaint you may have very seriously.

16.1 How do I make a complaint?

Within your Gaia Plan you have: 

  • an insurance policy, which is provided by Beazley Furlonge Ltd or Chaucer Syndicate 1084 at Lloyd’s
  • a loan, which is provided by Fintern Ltd or Gaia
  • Gaia membership services, which are provided by Gaia

16.2 Making a complaint about Gaia’s services

If you wish to make a complaint about our services, get in touch via:

Email: complaints@gaia.family

Address: Gaia Fertility Ltd, 65 Alfred Road, London W2 5EU

We promise to acknowledge your complaint within 3 working days of receiving it.

We will always work to handle your complaint as quickly and thoroughly as possible. If we cannot resolve your complaint immediately, we promise to keep you informed of our progress until your complaint has been resolved. We may ask you to provide more information if we need it to understand and resolve your complaint. We will aim to resolve your complaint within a maximum timescale of eight weeks – however if we have not been able to resolve your complaint within four weeks, we’ll write to you and let you know why.

If your complaint relates to your insurance policy or loan, we may forward your complaint to Beazley, Chaucer or Fintern (as appropriate) and they will handle the complaint in accordance with their own complaints procedure.

16.3 Making a complaint about your insurance policy

If your complaint is about your insurance policy or the handling of your claim, please contact the insurers set out in your insurance policy.

If your policy is provided by Beazley, please contact: 

Email: beazley.complaints@beazley.com
Telephone: +44 (0)20 7667 0623
Fax: +44 (0)20 7674 7100
Address: Beazley Furlonge Ltd, 22 Bishopsgate, London EC2N 4BQ

If you policy is provided by Chaucer, please contact:

Email: complaints@chaucergroup.com
Telephone: +44 (0)20 7667 0623
Fax: +44 (020 7397 9700
Address: Chaucer Syndicates Limited, 52 Lime Street, London EC3M 7AF

If you’re not happy with the response you got from Beazley or Chaucer (as applicable) and wish to make a further complaint, you may refer to the Complaints Team at Lloyd’s:

Email: complaints@lloyds.com  
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Address: Complaints, Lloyd’s, One Lime Street, London EC3M 7HA

16.4 Making a complaint about your loan

If your complaint is about your loan or the repayment of your loan and your loan has been provided by our loan partner, Fintern, please contact: 

Email: gaia@fintern.ai
Telephone: +44 (0)20 3443 8881
Address: Fintern Ltd, 3rd Floor, 86-90 Paul Street, London EC2A 4NE

16.5 What other options do I have after I receive a final response?

If you don't agree with the final response to your complaint, you can make a complaint with the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling claims between consumers and businesses providing financial services.

Email: complaint.info@financial-ombudsman.org.uk
Address: The Financial Ombudsman Service Exchange Tower, London, E14 9SR
Phone: 0800 023 4 567 (free), 0300 123 9 123, weekdays from 8:00am–8:00pm (GMT), and on Saturday from 9:00am–1:00pm (GMT)
If you’re not in the UK, call +44 20 7964 0500

17. Our responsibility for loss or damage suffered by you

Except where prohibited by law, in no event will Gaia be liable to you for any indirect, consequential or special loss, damage or liability even if such loss or damage was reasonably foreseeable, arising out of or in connection with the performance of our obligations under these Terms.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.

Different limitations and exclusions of liability will apply to liability arising as a result of or in connection with products or services you buy from Gaia. These will be set out in the policy documents provided to you when you buy such products or services.

18. How we may use your personal information

We will only use your personal information as set out in our Privacy Policy.

19. Disclaimers and viruses

Gaia does not promise that the Website or any content, service or feature of the Website will be error-free or uninterrupted, or that any defects will be corrected, or that your use of the Website will provide specific results. 

The Website and its content are delivered on an “as-is” and “as-available” basis. All information provided on the Website is subject to change without notice.

We do not guarantee that the Website will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programmes and platform to access the Website. You should use your own virus protection software.

You must not misuse the Website by knowingly introducing viruses, trojans, worms, logic bombs, or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to the Website, the server on which the Website is stored or any server, computer or database connected to the Website. You must not attack the Website via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will cooperate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the Website will cease immediately.

20. Rules about linking to the Website

You may link to the homepage of the Website, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association with us or approval or endorsement from us unless agreed with us.

You must not establish a link to the Website in any website that is not owned by you.

The Website must not be framed on any other site.

We reserve the right to withdraw linking permission without notice.

If you wish to link to or make any use of content on the Website other than that set out above, please contact us using the contact form here.

21. Which country's laws apply to these terms and any disputes?

These Terms, their subject matter and their formation, are governed by English law. The courts of England have exclusive jurisdiction to settle any claim or dispute (including non-contractual disputes or claims) arising out of or in connection with the Terms or its subject matter.

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