Terms of Use

Last updated 5 May 2026

These Terms of Use ("Terms") are a binding agreement between 19 Years Technologies Limited (company number 15383116; registered in England and Wales at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ) ("19 Years", "we", "us", "our") and the person or organisation accessing our Services ("Customer", "you", "your").

"Services" means our marketing website at https://www.nineteenyears.com, the 19 Years practice management platform at https://app.19years.com, and any related products, applications and services that link to these Terms.

By accessing the Services, creating an account, or signing an Order Form that references these Terms, you agree to be bound by them. If you do not agree, do not use the Services.

If you have questions about these Terms, contact legal@19years.com.

Summary of key points

This summary is for orientation only. Where this summary is inconsistent with the body of the Terms, the body governs.

What 19 Years is. A practice management platform for private healthcare consultants — covering patient records, appointments, letters, invoices and a patient portal. It is administrative software, not a clinical decision-support system.

Clinical responsibility. The treating clinician remains solely responsible for clinical decisions, the accuracy of records, and compliance with their professional and regulatory obligations.

Your data. You own your Customer Data and Patient Data. We process Patient Data as your processor under our Data Processing Agreement.

Acceptable use. Don't reverse engineer the Services, don't use them to build a competing product, and only upload data you are entitled to upload.

Fees and term. Fees, billing cycle and term are set on the Order Form, in pounds sterling and exclusive of VAT. Subscriptions auto-renew unless cancelled.

Liability. Our total liability is capped at 125% of the fees paid in the 12 months before the claim, with a £5,000 floor and a 2× uplift for breaches of data protection law. Our IP-infringement indemnity is separately capped at 300% of those fees, with a £25,000 floor. Some liabilities (death or personal injury caused by our negligence, fraud) cannot be limited and are not.

Governing law. England and Wales, exclusive jurisdiction.

1. Definitions

In these Terms:

Authorised User means an individual the Customer permits to access the Services using credentials issued to or on behalf of the Customer.
Customer Data means data the Customer or its Authorised Users submit to or generate through the Services, including Patient Data.
DPA means our Data Processing Agreement, available on request to legal@19years.com, which governs our processing of Patient Data on the Customer's behalf.
Order Form means an ordering document or online sign-up flow that references these Terms and sets out the subscription, fees, term and any service-specific commitments.
Patient Data means personal data relating to the Customer's patients that the Customer or its Authorised Users record in the Services.
Sub-processor means a third party engaged by 19 Years to process Customer Data on our behalf in connection with the Services.

2. The Services

In short: 19 Years is administrative software for running a private practice, not a clinical decision-support tool.

The Services support the day-to-day administration of a private healthcare practice — including patient records, appointments, clinical letters, invoicing, payments and a patient-facing portal. We may add, modify or remove features over time as the Services evolve.

The Services are not intended to provide medical advice, diagnosis or treatment recommendations and must not be relied on as a clinical decision-support system. Information presented in the Services reflects what has been entered by Authorised Users; we do not independently verify it.

The Services are intended for use by healthcare professionals and their staff in the United Kingdom. If you choose to access the Services from elsewhere, you are responsible for complying with local law.

3. Accounts and Authorised Users

In short: you control who can use the Services on your behalf and you are responsible for what they do with it.

You may permit Authorised Users to access the Services using credentials issued to them. You must:

ensure the information you provide on registration and on each Order Form is accurate and kept up to date;
keep credentials confidential and not share them between individuals;
notify us promptly if you believe a credential has been lost, compromised or used without authority; and
ensure each Authorised User complies with these Terms as if they were the Customer.

You are responsible for all activity carried out under your account, including by your Authorised Users.

4. Customer obligations and clinical responsibility

In short: the treating clinician is the clinician — we are the software.

You are solely responsible for:

all clinical decisions, diagnoses, prescriptions and treatments concerning your patients;
the accuracy, completeness and timeliness of records you create in the Services, including clinical letters and invoices generated through them;
complying with your professional, regulatory and statutory obligations — including those of the General Medical Council, the Care Quality Commission (where applicable), the Information Commissioner's Office and any indemnity or insurance arrangements; and
obtaining and maintaining any consents from patients required for the lawful processing of their personal data through the Services.

Where the Services produce a draft document, summary or other output (including any AI-assisted output), you must review it before relying on it or sharing it with a patient or third party.

5. Acceptable use

In short: don't reverse engineer the Services, don't use them to build a competitor, and only upload data you are entitled to upload.

You agree not to, and not to permit any Authorised User or other person to:

access or use the Services other than as permitted by these Terms and any applicable Order Form;
copy, modify, translate, reverse engineer, decompile or disassemble any part of the Services, except to the extent applicable law expressly permits;
use the Services to build, train or evaluate a competing product or service, or for benchmarking, performance testing or comparative analysis intended for publication, in each case without our prior written consent;
upload or transmit any material that is unlawful, infringes the rights of any person, or contains malicious code;
interfere with, disrupt or attempt to gain unauthorised access to the Services, our systems or the networks connected to them;
use the Services to send unsolicited communications or in breach of any applicable data protection or marketing law; or
upload Customer Data that you do not have the right to upload, including data obtained without a lawful basis.

We may suspend access where we reasonably believe these provisions have been breached and the breach poses a risk to the Services, our other customers or any person; we will lift the suspension as soon as the cause has been resolved.

6. Customer Data and ownership

In short: you own your Customer Data; we have only the licence we need to run the Services.

As between the parties, the Customer owns all right, title and interest in and to Customer Data, including all Patient Data. You grant us a non-exclusive, worldwide, royalty-free licence to host, copy, transmit, display and otherwise process Customer Data solely as needed to provide and support the Services and to comply with applicable law.

You are responsible for the accuracy, quality and legality of Customer Data and for the means by which it was acquired.

7. Data protection

In short: you are the controller of Patient Data; we are the processor under our DPA.

For Patient Data, the Customer is the controller and 19 Years is the processor. Each party will comply with its obligations under the UK GDPR, the Data Protection Act 2018 and other applicable data protection law in connection with the Services.

Our processing of Patient Data on the Customer's behalf is governed by our Data Processing Agreement, which is incorporated into these Terms by reference and is available on request to legal@19years.com. The DPA sets out the subject matter and duration of processing, the types of personal data and categories of data subject, our Article 28 commitments, our security measures, and the international transfer mechanisms we rely on.

How we process personal data as a controller — for example, in connection with our marketing website and our customer accounts — is described in our Privacy Notice.

8. Sub-processors

In short: a short, current list of sub-processors, with notice of material changes.

We engage Sub-processors to help us deliver the Services. The categories of Sub-processor we currently engage are:

hosting and infrastructure — primarily within the UK and EEA;
payments processing;
transactional email delivery;
AI text features; and
AI speech features.

A current named list of Sub-processors, including the entity, country of processing and applicable transfer mechanism, is set out in the DPA and is available to the Customer on request to legal@19years.com.

We will give the Customer notice of any intended addition or replacement of a Sub-processor that processes Patient Data, in accordance with the DPA. The Customer may object on reasonable grounds within 30 days; the parties will work in good faith to resolve any objection, and if they cannot, the Customer may terminate the affected portion of the Services for material breach under section 18.

9. AI features

In short: AI-assisted features are optional aids; you remain the clinician and your content is not used to train foundation models.

Parts of the Services include features that use artificial intelligence, machine learning and similar technologies ("AI Features"), provided through specialist third-party Sub-processors for text and speech.

We use these providers under enterprise or API agreements that:

prohibit the use of our customer content to train their foundation models;
include the UK International Data Transfer Addendum to the EU Standard Contractual Clauses; and
impose contractual confidentiality obligations.

AI Features may produce output that is inaccurate, incomplete or otherwise unfit for use. Output is provided as an aid only; you must review any AI-assisted output before relying on it or using it in patient care, communications or billing. We do not use AI to make decisions producing legal or similarly significant effects about patients without human review.

10. Fees, payment and auto-renewal

In short: GBP, exclusive of VAT, payable on the Order Form's cycle, with auto-renewal unless cancelled.

The Customer will pay the fees set out in the applicable Order Form. Unless the Order Form says otherwise:

fees are quoted in pounds sterling and are exclusive of VAT and any other applicable taxes, which the Customer will pay in addition;
fees are payable in advance for the relevant billing period, by the payment method specified on the Order Form (typically card payments handled by our payments processor under PCI-DSS-compliant terms);
subscriptions automatically renew at the end of each term for a further period equal to the then-current term, unless either party gives notice of non-renewal at least 30 days before the end of the then-current term;
we may revise the fees on renewal by giving the Customer at least 30 days' written notice before the renewal date; and
amounts not paid by the due date may incur interest under the Late Payment of Commercial Debts (Interest) Act 1998, and we may suspend the Services on notice if amounts remain overdue and undisputed.

Except as set out in these Terms or required by law, fees are non-refundable.

11. Service availability

In short: we use reasonable endeavours to keep the Services available; specific service-level commitments live on the Order Form.

We will use reasonable endeavours to make the Services available and to provide them with reasonable skill and care. The Services may be unavailable from time to time for planned maintenance (we will use reasonable endeavours to schedule this outside business hours where practical) or for emergency maintenance, and may be affected by factors outside our control.

These Terms do not create any specific service-level commitment. Where an Order Form expressly sets out service levels, those levels and their remedies apply in addition to these Terms.

12. Beta and preview features

In short: beta features are exploratory — provided as is and may be withdrawn.

From time to time we may make features available marked as "beta", "preview", "experimental" or similar ("Beta Features"). Beta Features are provided on an "as is" basis, are excluded from any service-level commitments, and may be modified, suspended or withdrawn at any time. Sections 15 (Warranties and disclaimers) and 17 (Limitation of liability) apply to Beta Features without modification, save that no warranty of any kind (express, implied or statutory) is given in respect of them, to the extent permitted by law.

13. Confidentiality

In short: each side keeps the other's confidential information confidential.

"Confidential Information" means non-public information disclosed by one party to the other in connection with the Services, that is identified as confidential or that a reasonable person would understand to be confidential, including pricing, technical information about the Services, and Customer Data. Confidential Information does not include information that is or becomes public other than through a breach of this section, was already known to the recipient without a duty of confidence, is independently developed without use of the other party's Confidential Information, or is rightfully received from a third party without a duty of confidence.

Each party will use the other's Confidential Information only as needed to perform under these Terms and will protect it using at least the same standard of care it uses for its own confidential information of like kind, and in any event no less than a reasonable standard of care. A party may disclose Confidential Information where required by law, regulation or court order, giving the other party (where lawfully permitted) reasonable advance notice so that it can seek protective relief.

14. Intellectual property and feedback

In short: each side keeps its own IP. Feedback gives us a non-exclusive licence, not ownership.

As between the parties, 19 Years owns all right, title and interest in and to the Services, our software, our website, our trade marks and all related intellectual property rights, including all enhancements and derivative works. Subject to compliance with these Terms and payment of applicable fees, we grant the Customer a non-exclusive, non-transferable, revocable licence to access and use the Services during the term solely for the Customer's internal business purposes.

If the Customer or any Authorised User provides suggestions, comments or other feedback about the Services ("Feedback"), the Customer grants us a perpetual, irrevocable, worldwide, royalty-free, non-exclusive licence to use the Feedback to improve the Services. We claim no ownership of Customer Data or of the Customer's underlying intellectual property.

All rights not expressly granted are reserved.

15. Warranties and disclaimers

Each party warrants that it has full right and authority to enter into these Terms.

We warrant that the Services will perform materially in accordance with their published documentation during the term, when used in accordance with these Terms. If we breach this warranty, the Customer's exclusive remedy is for us to use reasonable endeavours to correct the non-conformity within a reasonable time, failing which the Customer may terminate the affected portion of the Services for material breach under section 18 and recover a pro-rata refund of pre-paid unused fees for that portion.

Except as expressly set out in these Terms, and to the fullest extent permitted by law, the Services are provided on an "as is" and "as available" basis, and we disclaim all other warranties, conditions and representations of any kind, whether express, implied or statutory, including any implied warranties of satisfactory quality, fitness for a particular purpose and non-infringement. Nothing in these Terms affects any non-excludable statutory rights of consumers.

16. Indemnities

In short: we cover IP-infringement claims against the Services; you cover claims arising from how you use them.

By 19 Years. We will defend the Customer against any third-party claim alleging that the Services, when used as permitted by these Terms, infringe that third party's UK intellectual property rights, and will pay any damages and reasonable legal costs finally awarded by a court of competent jurisdiction or agreed in settlement. If a claim arises or we reasonably believe one may arise, we may, at our option and expense: (a) procure for the Customer the right to continue using the Services; (b) modify or replace the Services so they no longer infringe; or (c) terminate the affected Services and refund any pre-paid unused fees for the affected period. We have no liability for claims to the extent they arise from (i) Customer Data, (ii) modification of the Services other than by us, (iii) combination of the Services with anything not supplied by us, or (iv) use of the Services other than as permitted by these Terms.

By the Customer. The Customer will defend us against any third-party claim arising from (a) Customer Data, (b) the Customer's or its Authorised Users' use of the Services in breach of section 5 (Acceptable use), or (c) the Customer's clinical decisions or breach of its obligations under section 4 (Customer obligations and clinical responsibility), and will pay any damages and reasonable legal costs finally awarded by a court of competent jurisdiction or agreed in settlement.

Each indemnity is conditional on the indemnified party (i) giving prompt written notice of the claim, (ii) granting sole control of the defence and settlement to the indemnifying party (provided that no settlement may impose any non-monetary obligation on the indemnified party without its consent), and (iii) providing reasonable cooperation, at the indemnifying party's expense.

17. Limitation of liability

In short: a numerical cap, with carve-outs for things that cannot or should not be capped.

Nothing in these Terms limits or excludes either party's liability for: (a) death or personal injury caused by its negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be limited or excluded under applicable law.

Subject to the paragraph above, and to the fullest extent permitted by law:

neither party will be liable to the other for any (i) loss of profits, revenue, business, goodwill, anticipated savings or contracts; (ii) loss or corruption of data (except to the extent recoverable from a backup taken in accordance with our standard practices); or (iii) indirect, consequential or special losses, in each case howsoever arising; and
each party's aggregate liability for all claims arising out of or in connection with these Terms (whether in contract, tort (including negligence), breach of statutory duty or otherwise) is limited to the greater of (a) 125% of the fees paid by the Customer to 19 Years in the 12 months immediately before the event giving rise to the claim and (b) £5,000.

For claims arising from a party's breach of its obligations under section 7 (Data protection) or the DPA, the cap in the bullet above is increased to 250% of the fees paid by the Customer to 19 Years in the 12 months immediately before the event giving rise to the claim, with a corresponding £10,000 floor.

The 19 Years indemnity in section 16 (IP infringement) is subject to a separate aggregate cap equal to the greater of (a) 300% of the fees paid by the Customer to 19 Years in the 12 months immediately before the event giving rise to the claim and (b) £25,000. The obligations to pay fees are not subject to the cap in this section.

Each party will take reasonable steps to mitigate its losses.

18. Term and termination

These Terms take effect when the Customer first accepts them or accesses the Services, and continue while any subscription under an Order Form is in force, after which they will terminate.

Either party may terminate these Terms or any Order Form on written notice to the other if the other:

commits a material breach of these Terms or the Order Form and (where the breach is capable of remedy) fails to remedy it within 30 days of written notice; or
becomes insolvent, makes an arrangement with its creditors, has an administrator, receiver or liquidator appointed, or ceases or threatens to cease carrying on business.

We may also suspend or terminate access to the Services on shorter notice where we are required to do so by law, or where suspension is necessary to protect the Services or other customers, in each case to the extent reasonable in the circumstances.

On termination of these Terms or any Order Form: (a) all rights granted under the terminated agreement end; (b) any fees accrued before termination remain payable; and (c) sections that by their nature should survive termination — including 6, 7, 19, 13, 14, 16, 17, 21, 22 and 23 — survive.

19. Data export and deletion on termination

In short: you can export Patient Data on termination; we then delete it as required by the DPA.

For 60 days after termination of the relevant Order Form, the Customer may request export of Patient Data in a structured, commonly used machine-readable format (or such other format as the parties agree). The Customer is responsible for making timely requests, given its retention obligations under professional and statutory rules — including those of the General Medical Council and any applicable indemnity scheme.

After the export window closes (or earlier on the Customer's written instruction), we will return or delete remaining Patient Data in accordance with the DPA, save that copies held in routine backups will be overwritten on our backup cycle and we may retain limited information where required by law.

20. Force majeure

Neither party is liable for any failure or delay in performance (other than payment of fees) caused by an event beyond its reasonable control, including acts of God, war, civil unrest, terrorism, fire, flood, epidemic, government action, labour disputes (other than involving its own workforce), or failure of utilities or telecommunications. The affected party will give prompt notice and use reasonable endeavours to mitigate. If the event continues for more than 60 days, either party may terminate the affected Order Form on written notice.

21. General provisions

Updates to these Terms. We may update these Terms from time to time. We will indicate the date of the most recent update at the top of this page, and where changes are material we will give the Customer reasonable advance notice (typically 30 days) by email or in-product notice. Continued use of the Services after the effective date of an update constitutes acceptance of the updated Terms; if the Customer does not accept a material update, the Customer may terminate the affected subscription before the effective date and recover a pro-rata refund of pre-paid unused fees.

Notices. Notices to 19 Years must be sent by email to legal@19years.com, with a copy by post to 19 Years Technologies Limited, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Notices to the Customer may be sent to the email address on the Customer's account.

Assignment. Neither party may assign or transfer these Terms without the other's prior written consent (not to be unreasonably withheld), except that either party may assign to an affiliate or to a successor in connection with a merger, sale of substantially all of its assets, or other corporate reorganisation.

Subcontracting. We may subcontract performance of our obligations, including to Sub-processors, but we remain responsible for the acts and omissions of our subcontractors as if they were our own.

Entire agreement. These Terms, together with each Order Form, the DPA and any documents expressly incorporated by reference, constitute the entire agreement between the parties on their subject matter and supersede all prior arrangements. Where there is a conflict, the order of precedence is: (1) the Order Form, (2) the DPA, (3) these Terms.

No waiver. A failure or delay to exercise any right under these Terms is not a waiver of it.

Severance. If any provision is held invalid or unenforceable, it will be modified to the minimum extent necessary to make it enforceable; the remainder of these Terms will continue in force.

Third-party rights. A person who is not a party to these Terms has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of them.

Relationship. Nothing in these Terms creates any partnership, joint venture, agency or employment relationship between the parties.

22. Governing law and jurisdiction

These Terms, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them or their subject matter or formation, are governed by the laws of England and Wales. The parties irrevocably agree that the courts of England and Wales have exclusive jurisdiction to settle any such dispute or claim.

23. How to contact us

If you have questions about these Terms, contact us at:

19 Years Technologies Limited
Legal Contact
71-75 Shelton Street
London WC2H 9JQ
United Kingdom
legal@19years.com