Terms of service

Version 2026-11-draft.

The service

For a one-off fee, a qualified nutrition practitioner gives you a personalised written answer to one question, based on the information you provide. The fee includes one related follow-up question within 7 days of the answer. A new topic is a new question.

What we can and can't do

Written advice without an examination has limits. We can:

• Personalised nutrition and diet advice based on what you tell us
• Practical changes to meals, timing and food choices
• Explaining how nutrition relates to a diagnosed condition
• Questions about supplements and how they fit with your diet

We can't:

• Diagnose a condition or interpret symptoms that need examining
• Change, start or stop prescribed medication
• Help in an emergency or with urgent symptoms
• Replace care from your GP, dietitian or specialist

Our advice doesn't replace your GP or other healthcare professionals. Tell your GP or pharmacist before making changes if you take medication or have a medical condition.

Urgent symptoms

AskBert isn't an emergency service. If you have urgent symptoms, call NHS 111, or 999 in an emergency.

Response times

We aim to answer within the time shown when you pay, counted from the next opening of our service hours. If we need more information, the time is paused until you reply. This is a target, not a guarantee; if we're significantly late we'll offer a refund.

Cancellation and refunds

• You can cancel and get a full refund any time before your practitioner sends your answer: email [email protected].
• When you pay, you ask us to start straight away. Once your answer is delivered, the service is complete and the 14-day cancellation right no longer applies.
• If your question needs a doctor, has too little information to answer safely, or is outside our scope, we'll tell you and refund you in full.

Your information

You agree to give accurate information, and confirm you're authorised to share information about anyone else you ask about, such as your child. See our privacy notice for how we use it.

Liability

Nothing in these terms limits liability that can't be limited by law, including for death or personal injury caused by negligence.