Terms of membership

About these terms

These terms are between you and OCCO Wellbeing Ltd, trading as ThisWay (company number 13518404, registered office 369 Hagley Road West, Quinton, Birmingham, England, B32 2AL). "We", "us" and "ThisWay" mean OCCO Wellbeing Ltd. You can contact us at support@thisway.health.

They apply to membership of ThisWay-Menopause, ThisWay-ADHD and ThisWay-Postpartum, however you join: by paying, with a gift, or with an access code from an employer or community partner. Our privacy notice explains how we use your details, and our website terms cover the public website.

We'll ask you to agree to these terms when you join. We'll email you a copy, and you can always find the current version here.

What ThisWay is, and isn't

ThisWay is an online information and signposting service. Each service asks you questions, then shows you next steps, ranked using published research and official UK guidance, and helps you prepare for appointments and keep a record.

ThisWay isn't medical advice. It can't diagnose you, tell you whether you have a condition, or tell you what treatment to take, start or stop. It doesn't replace your GP, midwife, health visitor, pharmacist, prescriber or any other professional. Always talk to them about your own health, and follow their advice if it differs from anything on ThisWay.

ThisWay isn't an emergency service. Nobody watches your answers as you give them. In an emergency, call 999. For urgent medical help, call NHS 111 (in Northern Ireland, your GP surgery or the GP out of hours service). Read our safety and urgent help policy.

Who can join

You must be 18 or over and live in the UK. Each membership is for one person. Please keep your password private and don't share your account: your record holds personal health information.

What's included

Each service's membership page lists what's included. For ThisWay-Menopause, that's every next step that fits you, your journey record and weekly check-ins, your appointment pack, monthly updates, the library, one partner pass and the work toolkit. The questionnaire and your top next step are free, without membership.

We keep improving ThisWay, so features may change. We won't take away a main feature listed on the membership page while you've paid for it, unless we have to for legal, safety or security reasons. If we make a change that's significantly worse for you, we'll tell you at least 30 days before, and you can cancel and get a refund for any time you've paid for and won't use.

Prices

Before you pay, we show you the full price, how often you'll pay, the monthly cost, what you'll pay in the first 12 months, and that the membership renews until you cancel.

Paying and renewing

• Monthly plans are taken on the same date each month. Annual plans are taken once a year, on the date you joined.
• Payments are taken by our payment provider, Stripe. You can change your card in your account settings.
• Your membership renews automatically until you cancel.
• We remind you. For annual plans, we email you between 14 and 30 days before each renewal, with the price, the date and how to cancel. For monthly plans, we email you a reminder every six months. The reminder always says how to cancel.
• If a payment fails, we'll email you and try again over the next 14 days. If it still can't be taken, your membership moves to the free plan. Your record is kept, as set out in our privacy notice.

Price changes

We'll email you at least 30 days before any price change applies to you. If you don't want to pay the new price, you can cancel before it starts, and you won't be charged it. A price change never applies part-way through a period you've already paid for.

Cancelling

Cancel any time in your account settings, in one click. You can also email support@thisway.health and we'll do it for you. We'll confirm by email straight away.

• On a monthly plan, you keep access until the end of the month you've paid for. We don't refund part-months, except in your 14-day cooling-off period.
• On an annual plan, your membership won't renew and you keep access until the end of the year you've paid for. We don't refund part-years, except in your cooling-off periods, below.
• Any appointment pack you've downloaded is yours to keep.
• Your record is kept for 24 months in case you come back, unless you delete it. We'll email you 30 days before we delete it.

Your cooling-off periods

• When you first join: you can cancel within 14 days of your first payment and get a full refund, even though you started using ThisWay straight away. For founding members who paid before launch, these 14 days start on the day your membership starts.
• After an annual renewal: you can cancel within 14 days of the renewal payment and get a full refund of it.
• After a discounted first month: if you joined at a lower first-month price (such as the £7.99 founding month), you can cancel within 14 days of your first full-price payment and get a full refund of it. We'll email you before that first full-price payment.
• Other monthly renewals don't have a cooling-off period, but you can cancel at any time before the next payment.

To use your cooling-off period, cancel in your account settings or email us. We refund to the card you paid with within 14 days.

These cooling-off periods are at least as generous as UK law requires, including the Consumer Contracts Regulations 2013 and the subscription rules in the Digital Markets, Competition and Consumers Act 2024. Nothing in these terms takes away your legal rights.

Founding members

Founding places for ThisWay-Menopause open on 18 October 2026. Founding membership starts on 19 January 2027.

• Paying before launch. If you pay before 19 January 2027, your payment is a refundable founding payment. You can ask for all of it back, for any reason, at any time before your membership starts. If ThisWay-Menopause hasn't opened by 31 March 2027, we'll refund you automatically unless you tell us you'd like to keep your place.
• Founding prices. £89 for your first year, or £7.99 for your first month. After that, founding annual members renew at £89 a year and founding monthly members at £9.99 a month, with reminders as above.
• Our money-back promise. If you don't feel more prepared, email support@thisway.health within 60 days of your founding membership starting, and we'll refund everything you've paid us. You don't have to explain why. This is on top of your cooling-off rights.

First Year Pass and gifts

• A ThisWay-Postpartum First Year Pass is paid once and lasts 12 months from the day it's activated. It doesn't renew. We'll email you before it ends to say what your options are.
• A gift (a First Year Pass, or gift membership of another service when it's available) comes as a code by email. The person you give it to must be 18 or over and live in the UK. The code can be activated for 12 months from the date you buy it.
• If you bought a gift and it hasn't been activated, you can cancel it within 14 days of buying it for a full refund. After it's activated, the person using it has the same 14-day cooling-off right as any new member, and any refund goes back to the card that paid.
• Gift codes can't be exchanged for cash. If a gift code is never activated, email us: we'll help.

Access codes from employers and community partners

• If your employer has ThisWay at Work, or a charity or community partner gives you a code, your membership is free to you for as long as the code's licence lasts. We'll tell you the end date when you activate it, and remind you before it ends.
• When it ends, you can pay to carry on, or move to the free plan. Nothing is charged unless you choose to pay.
• Your employer or partner never sees your answers, your record or whether you've used ThisWay. They only get anonymised totals, and never for groups smaller than ten people.

Partner passes

A ThisWay-Menopause membership includes one partner pass. You invite someone from your account, and they get their own login with content written for partners. They only see your own information if you choose to share it, and you can stop sharing, or remove them, at any time. Partner passes end when the membership ends. Partners must be 18 or over and must follow these terms.

Using ThisWay fairly

Please don't:

• share your account or password, or let anyone else use your membership
• copy, sell, republish or share ThisWay content, except your own record and packs, or small extracts for personal use with a credit to ThisWay
• try to break, overload, probe or get round the security of ThisWay
• use automated tools to copy the site, or use its content to train AI models
• be abusive or threatening to our team.

If you do, we may suspend or close your account. Unless it's serious or urgent, we'll warn you first and give you a chance to put things right. If we close your account for a reason that isn't your fault, we'll refund any time you've paid for and won't use.

Your record, and our content

Everything you tell ThisWay stays yours. You give us permission to use it only to run the service for you, as our privacy notice explains. You can download or delete it at any time.

ThisWay's content, design, questionnaires, rules and software belong to OCCO Wellbeing Ltd or the people who license them to us. Your membership gives you a personal, non-transferable right to use them for your own non-commercial use while you're a member. Packs you've downloaded are yours to keep.

If something goes wrong

We work hard to keep ThisWay accurate, up to date and available. Every step shows its source and when it was last checked. But medical guidance changes, and services, waiting times and entitlements vary. Please check anything important with the right professional or organisation before acting on it.

We'll provide ThisWay with reasonable care and skill, as the law requires. If we don't, you can ask us to put it right, or, if we can't, to give you some or all of your money back.

ThisWay may sometimes be unavailable for maintenance or reasons outside our control. We'll try to keep this short and to warn you about planned work.

We're responsible for loss or damage you suffer that's a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We're not responsible for loss that wasn't foreseeable, or for business losses, because ThisWay is for personal use. Otherwise, our total responsibility to you is limited to the greater of £100 and the amount you've paid us in the 12 months before the problem.

Nothing in these terms limits or excludes our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit, and nothing affects your legal rights as a consumer. For more about your rights, contact Citizens Advice.

Ending your membership

You can end your membership at any time, as set out in Cancelling. We can end it if you seriously or repeatedly break these terms, or if we stop running a ThisWay service. If we stop a service, we'll give you at least 60 days' notice, help you download your record, and refund any time you've paid for and won't use.

Changes to these terms

We may update these terms, for example when the law changes or we add features. We'll email you about important changes at least 30 days before they apply to you. If you don't agree, you can cancel before they start and get a refund for any time you've paid for and won't use.

Complaints and the law

If you're unhappy, please tell us: see our complaints policy. We'll acknowledge your complaint within 5 working days and aim to resolve it within 20 working days.

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts, and the mandatory consumer law of where you live still protects you.

Questions about this policy? Email hello@thisway.health. See all policies.