Terms of Service

Heedli is operated by Praelion Health Ltd, a company registered in England and Wales with company number 17209225. Our registered office is First Floor, Swan Building, 20 Swan Street, Manchester, M4 5JW, United Kingdom.

References to "we", "us", and "our" mean Praelion Health Ltd. References to "you" mean the person accessing or using Heedli, including a parent, carer, guardian, professional, or young person where the context allows.

These terms apply to the Heedli website, mobile app, account features, shared reports, AI-assisted features, research contribution controls, subscriptions, and related support services.

By creating an account, ticking an acceptance box, buying or starting a subscription, accessing the app, or continuing to use Heedli after being told about updated terms, you agree to these terms.

If you do not agree, you must not use Heedli. If you are using Heedli on behalf of a child, young person, family member, organisation, or another person, you confirm that you have appropriate authority to do so and to provide information about them.

Heedli provides digital tools and content designed to support families navigating Special Educational Needs and Disabilities, wellbeing, evidence organisation, routines, check-ins, calendars, documents, template letters, AI-assisted drafting, reports, and young-person self-advocacy features.

Heedli is a support and organisation tool. It does not guarantee access to any service, benefit, assessment, treatment, placement, plan, appeal outcome, tribunal outcome, funding, local authority decision, school adjustment, or professional response.

Heedli is not an emergency service, medical device, clinical decision-making tool, regulated legal service, regulated education advice service, safeguarding service, social care service, or substitute for professional medical, psychological, legal, educational, safeguarding, financial, or social care advice.

Information, prompts, templates, explanations, suggestions, wellbeing tools, AI outputs, insights, and reports are general support only. They may not reflect your full circumstances, local practice, school policy, clinical position, local authority approach, current law, guidance updates, deadlines, or evidential requirements.

You are responsible for checking information before relying on it. You should seek qualified professional advice before making decisions that could affect health, safety, legal rights, education provision, finances, safeguarding, benefits, or tribunal proceedings.

Heedli is not monitored as an emergency, crisis, or safeguarding response channel. We do not guarantee that anyone will review app content, reports, journals, check-ins, or support messages in real time.

If anyone may be at immediate risk of harm, you should contact emergency services, NHS 111 or 999 as appropriate, your GP, local crisis support, social care, school safeguarding leads, or another appropriate professional service. Do not use Heedli as the way to request urgent help.

If serious risk information comes to our attention, we may take steps that we consider necessary and lawful, including restricting access, preserving evidence, contacting you, or disclosing information to relevant authorities or safeguarding bodies.

You must be legally capable of agreeing to these terms. If you are under 18, you may only use Heedli with appropriate involvement from a parent, carer, guardian, or authorised adult unless a feature clearly says otherwise.

When you create or manage information about a child, young person, family member, school staff member, clinician, local authority officer, professional, or other third party, you confirm that you have a lawful and fair basis to do so and that the information you provide is accurate to the best of your knowledge.

You must not add confidential, sensitive, or identifying information about another person unless you are entitled to provide it. You are responsible for what you upload, write, generate, export, and share through Heedli.

Some features require an account. You must provide accurate registration information, keep your login details secure, maintain control of your devices, and tell us promptly if you suspect unauthorised access.

You are responsible for activity on your account unless it results from our failure to use reasonable care. You should not share your password, authentication link, account session, linked-device code, report PIN, or private report link with anyone who should not have access.

We may require re-authentication, updated consent, additional verification, password reset, or other security steps where necessary to protect users, children, data, or the service.

Child profiles, journals, incidents, notes, documents, check-ins, routines, and young-person hub content can contain highly sensitive information. You must use these features respectfully, lawfully, and only for appropriate personal, family, caring, educational, or professional support purposes.

You are responsible for deciding what information is proportionate to record. Avoid adding excessive information, unsupported allegations, unnecessary third-party details, or material that you would not be prepared to justify if shared with a professional, school, local authority, tribunal, court, or the person concerned.

Some features are free and some require a paid subscription, app-store entitlement, promotional entitlement, or trial. Prices, billing period, trial terms, renewal terms, cancellation information, and included features will be shown before purchase where the purchase flow is controlled by us or the relevant app store.

Payments may be processed by Apple, Google, RevenueCat, or another payment or entitlement provider. Their terms, refund rules, billing systems, taxes, family-sharing settings, and cancellation processes may apply in addition to these terms.

Unless the purchase flow says otherwise, subscriptions renew automatically until cancelled. Cancelling stops future renewal but does not usually refund a period already paid for, except where required by law or the app-store or payment-provider rules. Deleting the app or deleting an account may not automatically cancel an app-store subscription.

We may offer free trials, promotional access, custom trials, discounts, sponsored access, or beta access. These may be changed, withdrawn, or limited where lawful and reasonable, and they do not guarantee future free access to paid features.

You must use Heedli lawfully, honestly, and respectfully. You must not misuse the service, interfere with its security or availability, attempt unauthorised access, bypass paywalls or rate limits, scrape or bulk extract data, reverse engineer the app except where law permits, upload malware, or use the service to harm, harass, exploit, impersonate, mislead, or discriminate against anyone.

You must not use Heedli to create, store, generate, export, send, or share unlawful, defamatory, abusive, discriminatory, harassing, exploitative, sexually inappropriate, violent, malicious, fraudulent, misleading, or unsafe content.

You must not use Heedli to make false allegations, fabricate evidence, misrepresent AI-generated text as independently verified evidence, or submit correspondence that you have not checked for accuracy.

Heedli may include optional AI-assisted drafting, summarisation, or insight features. These features may use third-party AI providers and may be unavailable if you have not granted required consent, if the feature is disabled, if rate limits apply, or if provider or network issues occur.

AI outputs may be inaccurate, incomplete, biased, out of date, inappropriate, or unsuitable for your circumstances. You must review, edit, and verify every output before using it. You are responsible for any letter, report, note, summary, message, or action you choose to send or take outside Heedli.

We do not guarantee that any AI output, template, report, explanation, or suggested wording will achieve a particular outcome with a school, SENCO, local authority, SEND team, DWP, tribunal, court, clinician, professional body, or other organisation.

You must not use AI features to generate unsafe, unlawful, misleading, discriminatory, defamatory, abusive, or fabricated material. We may restrict AI features if we believe they are being misused or create legal, safeguarding, security, or operational risk.

Heedli may let you export data, generate professional reports, create shared links, set expiry or view limits, and apply optional PIN protection. These tools are provided to help you organise and communicate information, not to guarantee acceptance by any recipient.

You are responsible for checking reports and exports before sharing them. A report may include sensitive child, family, SEND, health, wellbeing, education, incident, and support information. Share it only with people who need it and who you trust to handle it appropriately.

Anyone with a valid report link and required PIN, if enabled, may be able to view the report until it expires, reaches its view limit, or is revoked. You are responsible for keeping links and PINs secure once you share them.

Research contribution and population insights are optional features designed around aggregate and de-identified information. They are not clinical research, medical advice, diagnosis, or individual professional assessment unless we clearly enter into a separate written arrangement that says otherwise.

If you enable research contribution, you are responsible for deciding whether it is appropriate for your family. You can withdraw the optional choice in the app where that control is available. Withdrawal may not remove aggregate or anonymised data already incorporated into statistics where it no longer identifies you.

You keep ownership of the information, notes, uploads, files, images, reports, exports, and other content you add to Heedli. You grant us a limited permission to host, process, transmit, back up, display, transform, generate, analyse, and otherwise use that content only as needed to provide, secure, maintain, improve, and support Heedli, comply with law, and as described in our Privacy Policy.

You are responsible for keeping your own copies of important records outside Heedli. We work to keep the service reliable, but no digital service can guarantee uninterrupted availability, permanent storage, or loss-free syncing.

You must not upload content that infringes another person’s rights or that you are not entitled to store, process, or share through Heedli.

Heedli, including its software, design, interface, workflows, text, templates, visual identity, logos, illustrations, trademarks, documentation, and other materials, belongs to us or our licensors.

We grant you a personal, limited, revocable, non-exclusive, non-transferable licence to use Heedli in accordance with these terms and any applicable app-store rules. You must not copy, sell, sublicense, publish, exploit, modify, distribute, or create derivative works from Heedli except where these terms or the law allow it.

You may use letters, exports, and reports generated from your own lawful content for your personal, family, caring, educational, advocacy, or professional support purposes, subject to your responsibility to check them and respect other people’s rights.

Heedli relies on third-party services such as cloud hosting, authentication, storage, AI providers, app stores, payment and subscription providers, notification services, diagnostics, and device operating systems. We are not responsible for third-party services except where the law makes us responsible.

If you download Heedli through Apple App Store or Google Play, the relevant store terms may apply. App stores may handle billing, refunds, family sharing, device availability, subscription cancellation, and account controls separately from us.

Links or references to third-party organisations, charities, support services, public authorities, guidance, or resources do not mean we control or endorse them. You should check third-party information independently.

We may update, suspend, withdraw, restrict, replace, or change any part of Heedli where we need to improve the service, maintain security, comply with law, manage operational needs, respond to provider changes, or develop the product.

We will try to avoid unnecessary disruption where reasonably possible, but we do not guarantee that Heedli will always be available, error-free, compatible with every device, or continue offering every feature indefinitely.

We may release beta, experimental, or early-access features. Those features may be less reliable, may change more often, and may be withdrawn without becoming permanent features.

You may stop using Heedli at any time. You may be able to delete your account through the app, although deleting an account may not automatically cancel an app-store subscription.

We may suspend, restrict, or end access if you materially breach these terms, create legal, safeguarding, security, or operational risk, misuse the service, fail to pay charges due, attempt unauthorised access, infringe rights, or if we need to comply with law or provider requirements.

Where practical and lawful, we will give notice before ending access. Some terms continue after access ends, including terms about intellectual property, user content permissions needed for residual processing, payments, liability, privacy, disputes, and governing law.

If you use Heedli as a consumer, you have statutory rights that cannot be excluded or limited by these terms. Nothing in these terms affects those statutory rights.

Digital content and digital services must meet standards required by applicable consumer law. If something goes wrong, your rights and remedies may depend on whether you bought through an app store, whether the issue concerns a paid feature, and the nature of the problem.

If you have a complaint, contact support@heedli.com and explain the issue clearly. We will try to resolve it fairly and proportionately.

Nothing in these terms limits or excludes liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of statutory consumer rights, or any other liability that the law does not allow us to exclude.

Subject to that, Heedli is provided as a support and organisation tool. We are not responsible for losses caused by your failure to review outputs, seek professional advice where needed, maintain your own records, protect links or credentials, manage devices, use the service lawfully, or keep shared information proportionate and accurate.

We are not liable for indirect or consequential loss, loss of profit, loss of business, loss of goodwill, loss of opportunity, loss caused by third-party recipients, or decisions made by schools, local authorities, tribunals, DWP, clinicians, professional bodies, or other external organisations.

Where we are lawfully allowed to limit liability, our total liability for paid consumer services is limited to the amount you paid for Heedli in the 12 months before the event giving rise to the claim. This limit does not apply where the law prohibits it.

Our Privacy Policy explains how we process personal data, including sensitive family information, child and young-person data, AI feature data, research contribution data, subscription data, and shared report data.

You must read the Privacy Policy before using Heedli. Where the app asks you to accept updated legal documents, you may need to do so before continuing to use account features.

We may update these terms as Heedli, our providers, our subscriptions, or legal requirements change. The latest version will be published on this page.

Where a change is material, we will take reasonable steps to bring it to your attention. Continued use after the effective date means you accept the updated terms. If you do not accept a material change, you should stop using Heedli and cancel any subscription through the relevant purchase channel.

These terms are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, except that consumers living in Scotland or Northern Ireland may also bring proceedings in their local courts where applicable consumer law allows.

Before starting formal proceedings, we encourage you to contact support@heedli.com so we can try to resolve the issue. This does not affect any legal rights you have to bring a claim or contact a regulator.