Pando Access Acceptable Use Policy & Terms and Conditions

The Service is for users in England only. This service is suitable for those aged 18 or over. 

These terms and conditions apply to the use of this Website and the Pando Access Services and by accessing this Website and the Pando Access Advice Services, you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions, you may not use or access the Websites or the Pando Access Advice Services.

Before you join the Pando Access services, if you have any questions relating to these terms and conditions, please contact our Customer Service team by e-mail to, or call us on +44 (0) 3300 970 165.

Our Mission

Pando Access powers healthcare brands to deliver world-class patient-to-specialists care to their customers. By empowering the healthcare ecosystem, Pando Access enables millions of users to gain access to secondary care quickly, safely, and efficiently. The Access platform is built on the Intercom technology platform to deliver industry standard messaging experience, and is supported by a robust backend service that ensures data safety and security. Together with the clients, the team behind Pando Access  aims to create a healthcare ecosystem that is human, scalable, affordable, and fast.


Conditions: means these terms and conditions

Services: means the Pando Access Advice Services.

Users: means the users of the Website and Pando Access Services collectively

We/us:  means Forward Clinical Ltd trading as Pando Access

Website: means the website located at and the Pando Access Advice Services Website that you use

You: means a user of this Website and the Pando Access Advice Services  collectively


This Agreement is between you and Forward Clinical Ltd trading as Pando Access.

Pando Access grants you a limited, non-exclusive, non-transferable, revocable license to use the ‘Pando Access Advice Services’ for your personal, non-commercial purposes.


You are provided with access to these services in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions.


You warrant that:

The Personal Information which you are required to provide when you register as a customer is true, accurate, current, and complete in all respects; and that you will notify us immediately of any changes.

By using the Pando Access Advice services, you represent and warrant that you are 18 years of age or older and you agree to be bound by this. Your access to the services may be terminated without warning if Pando Access believes, in its sole discretion, that you are under the age of 18 years.

You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

The information and images you provide will be treated with the strictest of confidence. The clinicians that provide advice will use it to create patient records for you and/or your child in the case of midwifery or paediatric advice services. 

You can obtain a copy of the data we hold of you at any time free of charge by requesting it in writing by following our subject access procedure.

We never use any of the information you provide for marketing purposes without your consent and we never sell it to third parties.

We may use your anonymised information for audit and testing purposes. This is to maintain safe practice and to enable service improvement.


You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website and the Services, or the use by any other person accessing the Website or Services using your account and/or your Personal Information.

Our rights

We reserve the right to:

Modify or withdraw, temporarily or permanently, this Website and/ or the Services (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website and the Services; and/or

Change the Conditions from time to time, and your continued use of the Website and the Services (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions, then you must immediately stop using the Website and the Services.

Privacy and cookiesTo view our privacy policy and cookies policy, please use the following links:

Pando Access Advice Services

The Pando Access Advice Services operate from 8 am to 8pm. These services are message-based, with the option to share images and attach other file types. When you contact a healthcare professional detailing the concern you need advice on, you will be placed in a queue and the next available healthcare professional will initiate the chat. The conversation will be asynchronous, and if you do not reply to the healthcare professional for 1 hour then the conversation will be closed.

The Pando Access clinicians strive to respond to you as soon as possible. Our typical response time is within ten minutes although it may take a little longer when the service is particularly busy.

The Pando Access Services

The Services are for users in England and Wales only and are suitable for those aged 18 or over. 

The use of the Services is dependent on the accurate provision of data and information provided by the User. The User is solely responsible for the data entered by them into the Service that they are using. Erroneous input from the User may produce inaccurate information being passed to the Doctor. You are ultimately responsible for the information you provide. 

Pando Access healthcare professionals will not have access to previous conversations the User has had on the Service and advice is dependent on the information provided by the User at the time of starting a new conversation. 

When using the Service, you agree to the following terms of use:

  • To only use it for your needs and/or the needs of your dependent minors
  • To follow instructions provided by the guidance on the website operating the service you are using.
  • To share with your GP any advice and guidance received on Pando Access when appropriate to do so  
  • To behave in an honest and responsible fashion having reasonable regard to the implications of providing false data or information
  • If you have any doubts about your immediate health condition either arising from the output of the Pando Access Service or otherwise you should seek the immediate assistance of a health professional. 
  • Pando Access is not a substitute for your primary care provider and you should contact your GP immediately should your condition change or your symptoms worsen (if you are not registered with a UK doctor you should contact your local walk-in centre or hospital for advice).
  • If you have a medical emergency, you should not use this service and instead you should call 999 or visit your local Accident and Emergency Department.
  • NHS 111 can be contacted from 8pm-8am, when Pando Access is closed/non-operational

General terms

1.1 The Customer, Authorised Affiliates and Authorised Users are only permitted to use and access the Services for the Permitted Purpose as defined in our Agreement and in accordance with its terms. Use of the Services (or any part) in any other way, including in contravention of any restriction on use set out in this Acceptable Use Policy, is not permitted. If any person does not agree with the terms of this Acceptable Use Policy, they may not use the Services.

2 Restrictions on use

2.1 As a condition of use of the Services, the Customer (on its own behalf and on behalf of all Authorised Affiliates and Authorised Users) and each Authorised User agrees not to use the Services nor permit them to be used:

2.1.1 for any purpose that is unlawful under any applicable law or prohibited by this Acceptable Use Policy or our Agreement;

2.1.2 to commit any act of fraud including but not limited to using the Services under a false identity of a different patient;

2.1.3 to distribute any Virus;

2.1.4 for purposes of promoting unsolicited advertising or sending spam;

2.1.5 to simulate communications from the Supplier or another service or entity in order to collect identity information, authentication credentials, or other information (‘phishing’);

2.1.6 in any manner that disrupts the operations, business, equipment, websites or systems of the Supplier or any other person or entity (including any denial of service and similar attacks);

2.1.7 in any manner that harms or may endanger minors or any other person;

2.1.8 in connection with any service, use or purpose where the failure of the Services (or any part) may endanger the health or life of any person or cause damage or loss to any tangible property or the environment; 

2.1.9 to promote any unlawful activity;

2.1.10 to represent or suggest that the Supplier endorses any other business, product or service unless the Supplier has separately agreed to do so in writing;

2.1.11 to gain unauthorised access to or use of any computers, data, systems, accounts or networks of any person;

2.1.12 in any manner which may impair any other person’s use of the Services or use of any other services provided by the Supplier to any other person;

2.1.13 to attempt to circumvent any security controls or mechanisms;

2.1.14 to attempt to circumvent any password or user authentication methods of any person;

2.1.15 in any manner inconsistent with our Agreement, the relevant User Manual or any instructions provided by the Supplier from time to time; or

2.1.16 in any manner which does not comply with the provisions relating to Intellectual Property Rights contained in our Agreement.

3 Customer Data and communication standards

3.1 Any Customer Data or communication made on or using the Services by any person must conform to appropriate and lawful standards of accuracy, decency and lawfulness, which shall be applied in the Supplier’s discretion, acting reasonably. In particular, the Customer warrants and undertakes that any Customer Data and each such communication shall at all times be:

3.1.1 submitted lawfully and without infringement of any Intellectual Property Rights of any person;

3.1.2 free of any Virus (at the point of entering any of the Subscribed Service or Supplier’s systems);

3.1.3 factually accurate and in good faith;

3.1.4 provided with all necessary consents of all relevant third parties;

3.1.5 not defamatory or likely to give rise to an allegation of defamation;

3.1.6 not obscene, seditious, vulgar, pornographic, sexually explicit, discriminatory or deceptive;

3.1.7 not abusive, threatening, offensive, harassing or invasive of privacy; 

3.1.8 free of any content or activity that is, or may reasonably be suspected to be, terrorist in nature;

3.1.9 not racist, sexist or xenophobic;

3.1.10 not of a nature that any courts, regulators, law enforcement authorities or other governmental authorities may order be blocked, deleted, suspended or removed;

3.1.11 not liable to offend religious sentiments or deeply held beliefs; and

3.1.12 unlikely to cause offence, embarrassment or annoyance to any person.

4 Linking and other intellectual property matters

4.1 As a condition of use of the Services, the Customer (on its own behalf and on behalf of all Customer Affiliates and Authorised Users) and each Authorised User agrees not to:

4.1.1 create a frame or any other browser or border environment around the content of the Services (or any part);

4.1.2 display any of the trademarks or logos used on the Services without the Supplier’s permission together with that of the owner of such trademarks or logos; or

4.1.3 use the Supplier’s trademarks, logos or trade names in any manner.

5 Fair Use Rules

5.1 We operate a ‘fair usage policy’ which means we reserve the right to refuse to provide Services to anyone, at our discretion, who does not use the Services fairly. 

5.2 In general, we consider excessive use of the Services by any Authorised User be in breach of our fair use rules, in particular: 

5.2.1 an excessive volume Chats per calendar month; and/or 

5.2.2 an excessive volume of hours per calendar month,

(such volumes as may be set out in the Order Form).

5.3 In the event that the Supplier considers an Authorised User to be using the Services excessively it shall identify the Authorised User to the Customer and provide details of the excessive use.  If the Authorised User continues to use the service excessively thereafter, the Supplier reserves the right to suspend services to the Authorised User with immediate effect.

5.4 In addition, we consider the following to be an abuse of the Services: 

5.4.1 using offensive, aggressive, or inappropriate behaviour (including offensive languages) to any Health Care Provider.


The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.


For any queries regarding our service, please contact us via email, phone or post.

The company details are:

Forward Clinical Ltd trading as Pando Access 300 St John Street, London, EC1V 4PA – ICO: ZA237861 – VAT: 259514188 – Company number: 10420044

Telephone: +44 (0) 3300 970 165