Terms & conditions

Last updated: September 2022

1. The Mosaic Health Platform

1.1 Please read these terms (the “Terms”) carefully as they govern your use of the Mosaic Platform. In these Terms, you will be referred to as “you” or as a “member”.

1.2 The terms “we, us” means Mosaic Health Administration Ltd, a not-for-profit Trustee to the Mosaic Health Trust Fund, and Mosaic Health Ltd, the owner and operator of the Mosaic Health application and website, (https://www.mosaichealth.io), the Mosaic Mastercard and the services we provide (together, the “Platform”). The registered office of both Mosaic Health Administration Ltd and Mosaic Health Ltd is 85 Great Portland St, London, W1W 7LT. Mosaic Health Administration Ltd's company registration number is 13246119. Companies House documents can be found here. Mosaic Health Ltd's company registration number is 12748409. Companies House documents can be found here.

1.3 By registering on the Mosaic Health application or similar, you confirm your acceptance of these Terms and our Privacy Policy. Do not use the Mosaic Health platform unless you agree to be bound by the Terms and by our Privacy Policy which you can view here.

1.4 We may update these Terms from time to time to make them clearer or to reflect changes in law or practice. If we do that, we will notify members through the Platform. If you do not agree to the changes made to the Terms, you have the right to stop using the Platform. If you continue to use the Platform after the date the changes have been posted, we will infer that you accept the amended Terms.

2. Operation of the Platform

2.1 The Platform is designed to enable members to access healthcare services from professional and licensed clinicians.

2.2 The Platform is designed to top-up the NHS. We do not offer comprehensive health cover, instead providing supplemental access to clinical care.

2.3 The Platform consists of 3 components:

  • 2.3.1 The Mosaic Health Trust Fund. This is a savings fund which pays for healthcare. Members can access the fund using Mosaic Health Technology. The Trust is registered with HMRC here.
  • 2.3.2 The Mosaic Health plan. These are the benefits we offer to our members. We have a standard set of benefits we offer everyone. As the Fund grows, we plan to expand the range of services offered, depending on your needs.
  • 2.3.3 The Mosaic Health Technology. This is how we administer the Trust Fund for you. You access your benefits through the App, and pay for care using your Mosaic Mastercard.

2.4 Members agree that if you need to discuss your plan, the Trust Fund, or your claims, you do so using the Platform.

2.5 The Platform does not provide clinical services. We provide technology and administration services which allow you to access the Mosaic Health Trust Fund for your health needs.

2.6 Clinical responsibility for healthcare services funded by the Mosaic Health Trust Fund rests with the providers of care, and you must agree separately to their Terms and Conditions.

3. The Mosaic Health Trust Fund

3.1 Mosaic Health does not fund healthcare itself. We are an administrator and technology provider, not an insurer.

3.2 We have a model of collective self-financing. Members pool contributions to fund care.

3.3 Membership fees are paid into a ringfenced Trust Fund, which can only be used to fund your healthcare.

3.4 There are three parties to the Mosaic Health Trust Fund:

  • 3.4.1 Participating Entities make financial contributions into the Trust. These are employers.
  • 3.4.2 Members receive healthcare benefits from the Trust. These are employees and their children that are members of Mosaic Health.
  • 3.4.3 The Trustee administers the Trust in accordance with the provisions of the Deed and the Rules.

3.5 The Trustee is Mosaic Health Administration Ltd. This is a not-for-profit company, limited by guarantee. It exists solely to act as Trustee to the Trust.

3.6 The Trustee appoints an administrator as the agent to assist in the discharge of its duties as trustee and administrator of the Trust. The administrator is Mosaic Health Ltd. Mosaic Health Ltd is paid an administration fee to discharge these duties.

3.7 The administration fee paid by Mosaic Health Administration Ltd to Mosaic Health Ltd is used to run business operations. The administration fee is 20% of the membership fee, or £10/member/month. This pays the team's salaries, the technology, and all the other operational costs.

3.8 Mosaic has a model of collective self-financing, so the amount available in the Mosaic Health Trust Fund is finite, and we cannot guarantee that all claims will be reimbursed in full all the time. It is a savings fund, not an insurance product.

3.9 The money held in Trust is held for you, not ours to take as a profit. If you don't use it, it be there for you in the future. We will unlock new services for you as the Trust grows.

4. The Mosaic Health Plan

4.1 You can use the Mosaic Health Trust Fund to pay for healthcare benefits, which are outlined in the Mosaic Health plan.

4.2 All members receive the same set of benefits.

4.3 The Mosaic Health plan initially offers a set of universal benefits, which cover physiotherapy, mental health talking therapies, dental, optical and digital GP.

4.4 The Product Information Document can be found here.

4.5 The set of benefits offered will increase as the Trust grows, in consultation with the membership.

5. The Mosaic Health Technology

5.1 The Mosaic Health Technology consists of the Mosaic Health mobile application (’App’) and the Mosaic Mastercard.

5.2 All members have access to the Mosaic Health App when they register with us.

5.3 The Mosaic Health App is the primary entry point to digital clinical services.

5.4 Where members access clinical services via the Mosaic Health App, the providers have been vetted to make sure they comply with all required clinical standards.

5.5 Members can also access optical and dental services directly using their Mosaic Mastercard, up to the limits of the plan. Here, you can decide which provider to use.

5.6 All of our members receive a Mosaic Mastercard when they register with us.

5.7 The Mosaic Mastercard is your membership card. It has your name on it, and you can use it to pay for healthcare.

5.8 The Mastercard remains the property of Mosaic Health Ltd. Members are authorised to use the Mastercard only as directed by Mosaic Health. We retain the right to cancel or recall the cards at any time.

6. Your compliance with these Terms

6.1 We have the right to terminate any member account and remove any member from our database if we receive complaints about that member, or for any other reason at our entire discretion.

6.2 If you breach these Terms, or if we reasonably suspect that you have breached these Terms, we may:

  • (a) send you one or more formal warnings;
  • (b) temporarily suspend your access to our Platform;
  • (c) permanently stop you from accessing our Platform;
  • (d) contact any or all of your internet service providers and request that they block your access to our Platform; and/or
  • (e) commence legal action against you

7. Copyright

7.1 This Platform contains content which is owned by or licensed to us (the “Content”). This Content includes, but is not limited to, the information, design, layout, look, appearance and graphics.

7.2 You are granted a licence to use the Content subject to the restrictions described in these Terms. This means that you have access to the Content but none of the Content belongs to you, or will belong to you.

7.3 Where we have legally protectable rights over the Content on the Platform, such as copyright, those rights are important to us and will remain ours at all times.

7.4 Where we have added notes or marks to show our legal rights (such as copyright) you must not delete or remove such notices placed by us on any Content. This is a specific example of a more general concept explained in 5.2.

8. Licence to use the Platform

8.1 You may:

  • (a) view pages from our Platform in a web browser or mobile app;
  • (b) download pages from our Platform for caching in a web browser;
  • (c) print pages from our Platform;

but, if you do so, please observe the restrictions that we set out below.

8.2 You must not edit or otherwise modify any material on our Platform.

8.3 You must not:

  • (a) republish material from our Platform (including republication on another Platform), except in the case of social media such as Facebook and Twitter in which case you are permitted to publish extracts (only) in order to promote use of the Platform;
  • (b) sell, rent or sub-license material from our Platform;
  • (c) show any material from our Platform in public;
  • (d) exploit material from our Platform for a commercial purpose; or
  • (e) redistribute material from our Platform.

8.4 We reserve the right to restrict access to areas of our Platform, or indeed our whole Platform, at our discretion. You must not circumvent or bypass, or attempt to circumvent or bypass, any access restriction measures on our Platform.

9. Acceptable use

9.1 Mosaic Health exists to help members get access to healthcare. So that we can offer that service, you must not disrupt our Platform. Examples of disruption that are prohibited include:

  • (a) trying to edit or modify the Platform, as explained in 5.2;
  • (b) using our Platform in any way that is unlawful or which may cause damage to the Platform or restrict access to the Platform;
  • (c) creating fake accounts or impersonating any real or fictitious member or other person on the Platform;
  • (d) offering non-members access to the Platform;
  • (e) attempting to appropriate funds from the Platform for any purpose beyond that expressly identified in the Mosaic Health Plan;
  • (f) using our Platform to store or transmit any computer virus or other malicious computer software; or
  • (g) conducting any data collection activities on or in relation to our Platform without our written consent.

9.2 So that we can offer you the most appropriate service, you must ensure that all the information you supply to us through our Platform is true and accurate. For instance, when you register your account, make sure you provide a working email address and contact number.

10. Clinical services accessed through the Platform

10.1 MOSAIC HEALTH IS NOT RESPONSIBLE FOR CLINICAL INTERVENTIONS ACCESSED BY MEMBERS WHICH HAVE BEEN FUNDED BY THE TRUST FUND. Despite the care we take in providing frictionless access to providers of care, we are not party to, nor have responsibility for clinical decisions or advice that they provide. You must separately agree to their Terms and Conditions.

10.2 MOSAIC HEALTH IS NOT RESPONSIBLE FOR ANY ACTION THAT USERS TAKE OR DO NOT TAKE AS A RESULT OF INFORMATION GIVEN THROUGH THE PLATFORM. What users choose to do with any information received through the Platform is their choice. In other words, your reliance on any information is at your own risk. We are not a medical service, but a Trustee and Administrator of your Fund.

10.3 If the Platform is not available at any time, either due to a planned or unplanned outage of the Platform, PLEASE DO NOT DELAY SEEKING MEDICAL HELP if you think you may need it. We are not responsible for not providing our service in a timely manner, whatever the reason for us not being able to provide a timely service. We do not promise that the Platform will be available continuously. We are not obligated to make available the Platform services to you if you are in violation of Mosaic Health Platform T&Cs.

10.4 You accept and agree that Mosaic Health provides an electronic Platform which acts simply as a savings fund, set of benefits and technology which allows members to access and pay for clinical care. Clinicians are not employed by Mosaic Health and are independent of our control. Mosaic Health itself is not a party to any services provided to members or any legal relationship created between you and a clinician as a result of your use of the Mosaic Health Platform.


11. Limitation of Liability

11.1 There are certain responsibilities that, by law, we aren’t allowed to exclude, including our legal responsibility for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, and we acknowledge those responsibilities.

11.2 However, apart from the legal responsibilities mentioned in 9.1, we shall not be legally liable to users for any loss (both immediate and indirect) or damage suffered by a user. This is a general exclusion, which includes the exclusions set out in 8.2.

11.3 All legal obligations which may be implied or incorporated into the Terms by law or regulation are expressly excluded to the extent permitted by law. We have tried to make these Terms sufficiently comprehensive and clear and we don’t wish any other terms to be implied.

11.4 In the event that any limitation or exclusion of liability in the Terms is not enforceable, then we shall not be liable to you for more than 100% of the fees you’ve paid us in the twelve months preceding the day you make your complaint.

12. Third party websites

12.1 Our Platform may include links to other websites owned and operated by third parties. We have no responsibility for the content of such third party websites.

12.2 We have no control over third party websites and their contents, and we accept no responsibility for them or for any loss or damage that may arise from your use of them.

13. General Terms

13.1 If any of the Terms are held to be illegal or unenforceable, those (but only those) provisions shall be deemed to be deleted and the rest of the Terms shall remain in full force and effect.

13.2 The Terms constitute the entire agreement and replace any previous agreement or understanding (in whatever form) between us in respect of the matters contained or referred to in the Terms. You agree that you have not relied on and have no legal remedy in respect of, any statements (however communicated) which are not replicated or are inconsistent with the Terms.

13.3 We have the right at all times to edit, refuse to post, or to remove from the Mosaic Health Platform any Content.

13.4 You may not assign, transfer or subcontract any of your rights under the Terms without our prior written consent. We may assign, transfer or sub-contract all or any of our rights at any time without consent.

13.5 A person who is not a party to the Terms shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any provision in the Terms.

13.6 No waiver by either of us shall be effective unless in writing, and no waiver shall constitute a continuing waiver so as to prevent us or you from acting upon any continuing or subsequent breach or default.

13.7 The Terms shall be subject to the laws of England and the parties submit to the exclusive jurisdiction of the English courts.