Terms and Conditions
1. Agreement to Terms
1.1 All access to any part of the W3LL Companion mobile application (“App”) is governed by the terms and conditions (“Terms”) below.
1.2 Please read these Terms carefully before using the App as they contain important information regarding your legal rights, remedies and obligations. By accessing or using any part of the App, you acknowledge that you have read and understood these Terms and unconditionally agree to be legally bound by them and any amendments thereto from time to time and that you are at least 18 years old and have the necessary legal capacity, right, power or authority to agree to these Terms. If you do not accept the Terms, please discontinue the use or access of the App immediately.
1.3 In these Terms, the words “we”, “our” and “us” refer to the Universal Health Pte. Ltd. (“UH”) and UH-affiliated institutions / UH affiliates.
1.4 The App is owned by UH.
1.5 The Terms only apply to the use of the App. Different terms and conditions apply to the use of any of the other connected services and applications which the App uses to provide selected functionality.
2. Access to the App
2.1 Anyone may download and use the App. You are not required to register for an account with us. However, to use certain functionalities within the App, you may be required to register for an account with us.
2.2 The accessibility and operation of the App may rely on systems, databases and technologies not within our control. We do not guarantee continuous accessibility or uninterrupted operation of the App. We will not be liable to you if, for any reason, access to the App is delayed or unavailable for any period of time.
2.3 We may at any time change, suspend, or discontinue the App, any of its content, and/or access to part or all of it, at any time, without notice and for any reason.
2.4 During the use and access to the App, you are required to:
a. comply with the Terms;
b. comply with all applicable local and international laws and regulations;
c. not access any information or data concerning another person without his/her permission;
d. not to access or use the App with another person’s registered details;
e. not use the App in any unlawful manner, for any unlawful purpose, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, including, but not limited to, viruses, bugs or harmful data, into the App or any computer system;
f. not infringe our intellectual property rights or those of any third party;
g. not submit, publish, transmit, post or upload any material that is misleading, deceptive, in contempt of any court, defamatory, offensive, threatening, discriminatory, racist, seditious, obscene, pornographic, indecent, objectionable to the general public or otherwise be prohibited by applicable Singapore laws or regulations;
h. not use the App in a way that could damage, disable, overburden, impair or compromise our systems, databases, servers or security or interfere with other users;
i. not collect or harvest any information or data from our systems or attempt to decipher any transmissions to or from the servers running any features, services, tools, directories or content on the App;
j. not to obtain or attempt to obtain unauthorised access, via whatever means, to any user accounts or any of UH’s or third party systems;
k. not copy or duplicate in any form the App except where such copying is incidental to normal use;
l. not rent, lease, sub-license, loan, translate, merge, adapt, vary or modify the App;
m. not engage in advertising to, or solicitation of, any user of the App to buy or sell any products or services through the App;
n. not combine or incorporate the App with any other program or service;
o. not disassemble, decompile, reverse-engineer, or create derivative works based on any part of the App;
p. not use the App in a way that interferes with other users; and
q. not use the App to transmit, send or upload any data that contains viruses, Trojan horses, worms, spyware or any other harmful programs designed to adversely affect the operation of computer software or hardware, in any other way that is in non-compliance with the Terms.
2.5 In the event of a non-compliance with Section 2.4 or any of these Terms, we reserve the right to terminate or restrict your access to part or all of the App at any time without prior notice and remove or disable access to any materials (including, but not limited to, content submitted by App users / members and third party content).
2.6 Should you access or use the App for any unlawful or criminal purpose, or use the App to commit any offence, we reserve the right to report you to the relevant authorities.
2.7 You acknowledge and agree that we cannot be responsible or liable for any content submitted onto the App by any App users / members or any third party content, and you agree to exercise access and use such only at your own risk and with care and discretion.
3. Account Registration
3.1 In registering an account with us, you represent and warrant that all registration information provided by you is true, accurate, current and complete to the best of your knowledge and belief.
3.2 We reserve the right to reject your application for an account, as determined by us at our sole and absolute discretion.
3.3 Upon successful registration of your account, you, as the account holder:
a. agree to keep your account ID and password confidential and shall not allow other persons to use your account;
b. shall update your account as and when there are any changes to your details; and
c. shall notify us immediately if you have any reason to believe that the security of your account has been compromised.
3.4 You are solely responsible for any and all activities which occur under your account. We are entitled to treat all activities that occur under your account as having been conducted with your knowledge and authority.
3.5 You acknowledge and agree that we shall have the right, at our sole and absolute discretion, without any prior notice to you, to:
a. access your account and its contents as and when we consider necessary for specific purposes, included but not limited to, identifying or resolving technical problems with your account or to verify any suspected irregular transactions, or to review and manage workload data (i.e. the frequency and extent of use of the App by all users); and
b. block or suspend or terminate your access to your account for the purposes of investigating any breaches by you of these Terms or if we suspect that there is a compromise in the security of your account.
4. Changes and Improvements
4.1 We reserve the right at any time and without notice to make changes and improvements to the App to:
a. make technical improvements or corrections;
b. improve performance of the service;
c. enhance functionality;
d. reflect changes to the operating system; and
e. address security issues.
4.2 You shall have no cause for complaint or claim with respect to the non-availability of the App at any time for the purposes of making the above changes and improvements.
5. Medical Disclaimer & External Data
5.1 You acknowledge that any information including, but not limited to, any health, medical or drug information provided through the App serves as general information only, and such information is not to be viewed or relied upon without professional medical consultation or advice.
5.2 UH does not warrant or make any representations regarding the correctness, accuracy, reliability, or otherwise of the information in the App.
5.3 Medical consultation, diagnosis and treatment has to be performed through consultations with qualified medical professionals. You are advised not to substitute any information contained in App with the advice of qualified medical professionals. You are advised to seek and obtain professional medical advice relevant to your specific circumstances or condition.
5.4 You are advised to do your own verifications regarding the accuracy and reliability of the information contained in the App. Any reliance on any information in the App is done entirely at your own risk.
5.5 You further acknowledge that the App and its functions are not intended or suitable for use in situations or environments where the failure or time delays of, or errors or inaccuracies in, the content, data or information provided by the App or its functions could lead to death, personal injury, or otherwise result in significant financial loss or business interruption.
5.6 Any content and third party content posted, distributed or otherwise made available on the App or through its functions are not moderated by us. We are not responsible as author, editor or publisher of any content or third party content, whether designated as "experts" or "content partners" or similar designations and you acknowledge and agree that any use by you of any Content or Third Party Content Is entirely at your own risk.
5.7 In addition, the App or its functions may display, publish or make available content that is not provided or published by us (including, but not limited to, content provided by third party content aggregation services or information providers). Such content is the sole responsibility of the person or entity that makes it available. We are not responsible for such content, and we do not have control over the selection thereof, nor do we routinely monitor such content. UH makes no representations or warranties as to the veracity or accuracy of such content, the reproduction and use of which may be governed by the third party content providers terms of use.
5.8 UH disclaims all liabilities, claims, damages, costs, expenses with respect to any reliance by you on the information contained in App.
5.9 Subject to the functionalities of your account, the App may enable you to access, amend and/or use data or information relating to you or other persons from other external sources, including, but not limited to, the respective private and public healthcare institutions appointment systems (“External Data”). All External Data are provided on an “as is” and “as available” basis. We are not responsible for the availability of or any inaccuracies, errors or omissions in such External Data, and the use of External Data may be subject to terms and conditions imposed by external parties.
5.10 Any company names, products, services and branding cited or used on the App or its functions may be trademarks or registered trademarks of their respective owners and the owners retain all legal rights. The use of trademarks or service marks of another is not a representation that the other is affiliated with, sponsors, is sponsored by, endorses, or is endorsed by UH.
6. Outpatient appointments
6.1 We may provide a platform to enable you to make and change your outpatient appointments at specified UH-affiliated institutions. You may also be able to check your on-going appointments at the various UH-affiliated institutions.
6.2 To enable this service, you may be required to login to the App and submit your appointment requests or details. You may be required to submit your mobile number or other contact details to facilitate the visits
6.3 UH does not guarantee appointments made through the App. There is a possibility that appointments made through the App are not registered with the outpatient clinic concerned or are not available at the date(s) and time(s) chosen. In that event, UH or the relevant UH-affiliated institution to which the outpatient clinic belongs shall not be liable for any monetary loss, expense, or claim with respect to any missed or unavailable appointments.
6.4 To confirm any outpatient clinic appointments made through the App, you are advised to contact the outpatient clinic directly.
6.5 You shall not use the App to make multiple appointments with respect to the same consultation, in order to secure a preferred date, or to give you multiple options with respect to outpatient appointments. UH reserves the right to disable your use of this service if you abuse this outpatient appointment service.
7. Payment Service
7.1 We may provide a platform to enable you to make payments to specific healthcare institutions and/or other vendors. You acknowledge that we are merely an intermediary to facilitate payments made by you, and the payment platform is provided for your convenience only. All payments made through the payment platform are made directly to the accounts of the billing parties.
7.2 We may use third party services to verify, secure and/or process your payments. The third party services may charge a fee for processing payments related to your transactions on the App and you shall be responsible for all payment processing fees incurred. The third party providing these services may also require you to agree to their terms of use of service. You acknowledge and agree that these third party terms are between you and the third party service provider, and not with UH.
7.3 Without prejudice to the other provisions of these Terms, we shall not be responsible for any malfunction in any computer system, software or any Internet access service provider that may affect the accuracy or timeliness of the online transmission of payment instructions. We shall not be responsible if any information provided is inaccurate or if payment instructions are not given sufficiently in advance to allow for timely payment or if payment instructions cannot be carried out for any reason beyond our control.
8. Security
8.1 We shall endeavour to use available technology to protect the security of communications made through the App. However, we do not accept any liability for the security, authenticity, integrity or confidentiality of any transactions and other communications made through the App.
8.2 You acknowledge that Internet communications may be susceptible to interference or interception by third parties, and that we make no warranties that the App is free of infection by computer viruses or other unauthorised software.
8.3 You are responsible for taking appropriate steps to keep your information, software and equipment secure, including, but not limited to, clearing your Internet browser’s cache after using any features, services, tools, directories or content on the App.
9. Hyperlinks and Third Party Systems
9.1 We do not warrant and endorse, and are not responsible or liable for the availability or content of any other Internet site or system (which is not provided, owned or operated by us) linked to or from the App. Any link provided on the App is solely for your convenience. These links do not constitute endorsements or recommendations. Access to any other Internet sites or systems is at your own risk and subject to the terms and conditions and/or privacy policies of such Internet sites or systems.
9.2 You must obtain prior written permission from us before hyperlinking to, or framing the App or any content within the App. We reserve the right to impose conditions when we grant you with such permission.
9.3 We reserve the right to object to or disable any link or frame to or from the App.
9.4 We reserve the right to change the URL of the App.
9.5 For the avoidance of doubt, you will not hold us, the Ministry of Health, any private and/or public healthcare institution, any public agency, or any entity that has been authorised to carry out government and/or healthcare-related services liable for any damage or loss of any kind caused as a result (direct or indirect) of the use of any third party website or app, including, but not limited to, any damage or loss suffered as a result of reliance on the contents contained in or available from any such third party website or app.
10. Intellectual Property
10.1 All intellectual property and rights in the App, including, but not limited to, source codes, pages, documents, software, images, graphics, and other files, trademarks, trade names, logos, audio and video (“W3LL Companion Content”) are protected by law. The intellectual property rights in the W3LL Companion Content are either the proprietary property of UH, licensed to UH by third parties or proprietary property of other connected services and applications. All rights are expressly reserved. “Universal Health” or “UH” and other graphics, logos, designs, page headers, button icons, scripts and service names are registered trademarks, trademarks or trade dress of UH or of UH-affiliated institutions and may not be used, including, but not limited to, as part of trademarks and/or part of domain names, in connection with any product or service in any manner that is likely to cause confusion and may not be copied, imitated, or used, in whole or in part, without prior written permission.
10.2 Except as permitted by any written law, no part of the App may be reproduced or re-used for any commercial purposes whatsoever without prior written permission from UH. You may not upload or republish the material in the App on any internet, or incorporate the information in any other database or compilation, and any other use of the App’s content is strictly prohibited. You are not permitted to use the App for any data mining, robots, scraping or similar data gathering or extraction methods.
10.3 Any use of the App and its content other than as specifically authorised herein, without the prior written permission of UH, is strictly prohibited. UH has the right to suspend or terminate your account should you breach the terms of this licence.
10.4 None of the App’s content may be modified, copied, distributed, framed, reproduced, republished, downloaded, scraped, displayed, posted, transmitted, or sold in any form or by any means, in whole or in part, without UH’s prior written permission or unless permitted by law.
11. General Disclaimer and Limitation of Liability
11.1 To the extent permitted under law, we exclude all conditions, warranties, representations or other terms which may apply to the App, whether express or implied.
11.2 We do not accept any liability to you in respect of any External Data, or content submitted by App users / members or third party content.
11.3 UH, our officers, directors, employees and agents will not be liable for any loss or damage, whether in contract, tort (including, but not limited to, negligence), breach of statutory duty, loss of revenue, loss of profits, or otherwise, even if foreseeable, arising from or in connection with:
a. any inaccuracy or incompleteness in, or errors or omissions in the information on the App;
b. you using, visiting or relying on any statements, opinion, representation or information in the App;
c. any delay in the operation or transmission, communications failure, Internet access difficulties or malfunctions in equipment or software;
d. the conduct or the views of any person who accesses or uses the App;
e. any External Data; or
f. any content submitted by App users / members or third party content.
12. Fees
12.1 There are currently no fees payable by you for using any part of the App. However, we reserve the right to implement fees for the use of certain functions of the App from time to time. This excludes specific ordering services which can include, but are not limited to, medication top-up requests and medical report requests, where fees will be levied as stated.
12.2 We are not responsible for any fees charged by any other third party website or application that is not owned or operated by us or part of the App, and we shall not be liable towards you for any fees incurred as a result of using or accessing or making purchases from any such third party website or app.
13. Indemnity
13.1 You agree to indemnify and hold us and our directors, officers, employees, affiliates, agents, contractors and licensors harmless in respect of any claims arising out of: (i) your breach of these Terms, (ii) your use of the App, (iii) your access, use or amendment of any External Data, (iv) your submission of any content or (v) any action taken by us as part of our investigation of a suspected breach of these Terms or as a result of a finding or decision that a breach of these Terms has occurred.
14. Termination
14.1 We reserve the right to terminate or suspend your use of the App without prior notice to you, at any time and for any or no reason including, but not limited to, inappropriate behaviour on the App. Without limiting the foregoing, if you breach these Terms or conduct yourself in a manner that we deem to be detrimental to the integrity, security and operation of the App, its functions or any information systems connected or in operation with the same, we reserve the right to suspend or permanently terminate your access to the App and its functions for any reason In our sole and absolute discretion.
14.2 You agree and acknowledge that any suspension or termination of your access to the App may be effected without prior notice, and agree that the App may immediately deactivate. Further, you agree and acknowledge that to the maximum extent permitted under applicable law, we shall not be liable for the discontinuation or termination of your access to the App.
15. Personal Data
15.1 Our collection, use and disclosure of your Personal Data is governed by our Data Protection Notice the terms of which are also incorporated into these Terms by reference and apply to your use of our App.
15.2 It is a continuing condition of your use of the App that you agree to the terms of our Data Protection Notice as amended from time to time.
15.3 You agree that your medical records or information and any personal data, including, but not limited to, health screening results and vaccination records (including, but not limited to, any medical records or information or personal data currently in the possession of UH), activity tracking and app usage data (collectively referred to as "User Information"), may be collected, used and disclosed, from time to time, for the following purposes (“Purposes”):
a. setting up your account with us and managing your use and access of the App;
b. providing care to you or other users with the services or functions of the App including, but not limited to, without limitation to maintain your general health record, to make, amend or review your appointments with any of our specialist outpatient clinics, to order medicines;
c. enabling you to view and pay your outstanding medical bills through App;
d. managing your relationship with us;
e. transfer to computer systems operated or managed by third parties (including, but not limited to, HealthHub, SingPass, payment systems, the National Electronic Health Record system managed by the Ministry of Health, the SingHealth Online Appointment System and National University Health System (“NUHS”) Online Appointment System) in order to provide you with the services and functions of the App;
f. assisting you with your enquiries;
g. obtaining feedback, provide reminders and direct appropriate referrals;
h. accounting, risk management and record keeping;
i. informing you about service upgrades and updates;
j. performing network or service enhancement;
k. plan, administer, review and improve healthcare policies and healthcare programmes, including, but not limited to, the conduct of data analysis and carrying out research; planning and statistical analysis, including, but not limited to, satisfaction surveys to improve and personalise our services to you and develop new products and services;
l. personalising our services and recommending content related to our services for health screenings, vaccinations, tests and other healthcare programmes;
m. offering to you rewards and loyalty programs which you may qualify for;
n. enabling you to participate in and to receive information regarding the rewards and loyalty programs which you may qualify for;
o. sending you advertisements, information on promotions by our partners or invitations to events; and/or
p. purposes which are reasonably related to the aforesaid.
15.4 You agree that we may disclose User Information for the Purposes to any institution managed and controlled by UH and to any of UH’s partners including, but not limited to, any Government agency or third party institutions involved in UH patient care. You will be prompted to provide certain information that may help assess your appropriateness for health screenings and interventions for your health.
15.5 When you provide us with personal data:
a. We may access, use or disclose your personal data
1) without your express or informed consent if such access, use or disclosure is permitted by the PDPA, as may be clarified by written guidance issued by the Personal Data Protection Commission from time to time, or and other any written law; and/or
2) if it falls within one of the purposes which consent is deemed under the UH PDPA notification to patients found at this link Data Protection Notice; and
b. We may from time to time disclose your personal data to our agents who process data on our behalf and act as our data intermediaries. In that event, these agents are only permitted to use and process the personal data for our purposes, and not for other purposes.
15.6 To safeguard your personal data, all electronic storage and transmission of personal data is secured with appropriate security technologies.
15.7 The App may contain links to other websites or applications whose data protection and privacy practices may differ from ours. We are not responsible for the content and privacy practices of these other websites or applications and encourage you to review the privacy policies or notices of those websites or applications.
15.8 Due to the nature of the App, there is an inherent risk of wrongful, illegal or unauthorised access by third parties to your account(s) and/or handheld/mobile device(s). You hereby acknowledge and agree to accept the risk of such wrongful, illegal or unauthorised access and hereby agree that UH shall not be liable for any loss or damage howsoever arising from such wrongful, illegal or unauthorised access.
16. Waiver
16.1 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
17. Variation of Terms
17.1 We may revise these Terms at any time by updating this page. You should visit this page from time to time to review the Terms because they are legally binding on you.
17.2 We may modify or discontinue any features, services, tools, directories or content that form part of the App at any time, with or without notice, and without liability.
18. Governing Law and Jurisdiction
18.1 The use of the App, and the Terms, shall be governed by and interpreted in accordance with the laws of Singapore. Any dispute arising out of or in connection with the Terms including, but not limited to, any question regarding its existence, validity or termination, shall be referred to and finally resolved by the courts of Singapore.
Effective Date: 06/12/2025
Date updated: 06/12/2025