Alēra — Client Terms of Service
Last updated: 26/02/2026
1. Introduction & Agreement
These Terms of Service (“Terms”) govern your use of the Alēra service.
Alēra (“we”, “us”, “our”) provides a concierge nutrition coordination service that connects clients with qualified nutritionists and independent chefs through a private digital platform.
By submitting an application, commencing a membership, or using any part of the Alēra service, you confirm that you have read, understood, and agreed to be bound by these Terms, together with any referenced policies, including (without limitation) the Meal Freshness & Delivery Policy and the Pause & Holding Policy.
Key membership terms — including the minimum commitment period, notice requirements, and the option to request services to begin immediately — are presented to you clearly before you join.
If you do not agree to these Terms, you must not use the Alēra service.
For the purposes of these Terms, “Alēra” and “Alera” are used interchangeably and refer to the same service and legal entity.
2. What Alēra Provides
Alēra is a nutrition coordination and oversight service.
We provide:
access to qualified nutritionists who design personalised nutrition plans
coordination with independent chefs who prepare meals
a digital platform to manage communication, scheduling, and feedback
Alēra does not:
prepare, cook, handle, or supply food
employ chefs or nutritionists
provide medical diagnosis or treatment
Chefs and nutritionists operate as independent contractors.
3. Your Responsibilities as a Client
To ensure the service operates safely and effectively, you agree to:
provide complete, accurate, and up-to-date health information
disclose all allergies, intolerances, medical conditions, medications, and supplements
keep your information updated if anything changes
engage with the service through the Alēra platform
You acknowledge that Alēra, its nutritionists, and its chefs rely on the accuracy and completeness of the information you provide.
Failure to disclose relevant information may impact the safety and suitability of the service and may limit or prevent safe service delivery.
4. Nutrition Support & Scope
Nutritionists provide guidance and meal planning within their professional scope.
They do not:
diagnose medical conditions
provide medical treatment
replace medical care
If you have a medical condition or health concern, you remain responsible for seeking appropriate medical advice.
Alēra does not guarantee specific health outcomes.
Client Responsibility for Health Information
You are responsible for providing accurate, complete, and up-to-date information relating to your health, dietary requirements, allergies, and preferences.
Alēra, its nutritionists, and chefs rely on the information you provide when planning and preparing meals.
Alēra is not responsible for outcomes resulting from inaccurate, incomplete, or misleading information, or from your failure to follow guidance provided.
5. Meal Preparation & Delivery
Meals are prepared and delivered by independent chefs based on plans created by nutritionists.
Delivery dates and times depend on:
chef availability
your selected preferences via the Alēra platform
Availability may vary from week to week.
Meals must be consumed within the timeframes outlined in Alēra’s Meal Freshness & Delivery Policy. Where required, meals may be delivered frozen to ensure safety and quality.
You agree to follow all storage, handling, and reheating instructions provided with your meals.
5.1 Freshness & Quality Disclaimer
While Alēra sets service-wide standards to support food safety and quality, Alēra does not guarantee the freshness, quality, or suitability of meals beyond the parameters set out in the Meal Freshness & Delivery Policy.
Responsibility for food safety transfers to the client upon delivery, subject to proper storage, handling, and reheating in accordance with provided instructions.
5.2 Additional Household Users
5.2 Additional Household Users
Some Alēra memberships allow the primary client to include additional household users (for example partners or family members) who share the same meals.
Where additional users are included:
the primary client remains the account holder
the nutrition plan is designed for the primary client only
additional users consume the same meals prepared under that plan
chefs may prepare additional portions of the same meals to accommodate additional users
Additional users do not receive:
their own Alēra account
their own nutrition consultation
an individualised nutrition plan
Alēra may collect limited information about additional users, including:
allergies
intolerances
strong food preferences
portion requirements
This information is collected solely to support safe meal preparation.
The primary client is responsible for disclosing any allergies or intolerances relating to additional users and ensuring this information remains accurate and up to date.
Additional users are deemed to be consuming meals under the primary client's membership and subject to these Terms.
Alēra does not guarantee that meals will meet the individual health needs or preferences of additional users.
6. Allergies, Food Safety & Cross-Contamination
You are responsible for accurately disclosing all allergies, intolerances, and dietary requirements at onboarding and for keeping this information up to date.
Alēra, its nutritionists, and chefs rely on the information you provide when planning and preparing meals.
While reasonable steps are taken to accommodate declared allergies, Alēra does not guarantee the complete absence of allergens or cross-contamination.
Meals are prepared in environments where allergens may be present.
Alēra is not responsible for adverse reactions resulting from inaccurate, incomplete, or outdated information, or from failure to follow provided guidance.
Alēra takes food safety seriously. However:
chefs are solely responsible for food preparation and handling
allergen management relies on accurate client disclosure
You acknowledge that:
cross-contamination cannot be entirely eliminated outside certified allergen-free facilities
meals must not be assumed allergen-free unless explicitly stated
If you are unsure about the suitability of a meal, you should not consume it and must notify Alēra immediately.
7. Food Quality Complaints & Evidence
If you have a concern regarding food quality or safety, you must notify Alēra promptly via:
the in-app support function, or
email: info@alerahealthapp.com
Alēra aims to respond within 48 hours, often sooner.
You may be asked to provide reasonable evidence (such as photographs) to allow investigation. Complaints raised without evidence or significantly after delivery may not be upheld.
Where meals have already been prepared and ingredients purchased specifically for you, you remain responsible for reasonable ingredient and delivery costs incurred, unless Alēra determines that the issue arose from gross negligence or serious misconduct.
Taste preferences or personal opinions do not constitute grounds for withholding payment.
8. Property Access & Deliveries
Clients must ensure they are available to receive meal deliveries at the agreed time.
Where a client is not available and meals are left unattended at the client’s request or instruction, responsibility for the meals transfers to the client upon delivery.
Alēra does not accept responsibility for food quality, freshness, loss, or spoilage where meals are left unattended or delivery arrangements are altered by the client.
Alēra does not require or recommend that clients provide keys, access codes, or unsupervised access to their property.
If you choose to provide access arrangements directly to a chef:
this is entirely at your discretion and risk
Alēra accepts no responsibility or liability for loss, damage, theft, or incidents arising from such arrangements
Chefs are not obligated to accept keys or property access.
9. Containers & Equipment
Chefs may charge a one-time fee (up to £150) for appropriate reusable containers and transport equipment.
You will be informed of this charge in advance.
10. Platform Use, Meal Approval & Responsiveness
All service coordination must take place through the Alēra platform.
You agree to:
review and approve meals within required timeframes
select delivery slots based on chef availability
communicate respectfully and appropriately
If meals are not approved within the required timeframe, Alēra may proceed with the proposed meals and deliveries as scheduled to protect service continuity.
If you become unresponsive:
after 7 days of no response, chef availability may be released and meal delivery paused or adjusted
Alēra will make reasonable attempts to contact you using the contact details you have provided
Your membership will continue for up to 28 days from last correspondence. If no response is received within that period, Alēra may terminate the service for inactivity. Fees incurred during this period remain payable.
Unresponsiveness does not qualify as a pause and does not entitle you to pause pricing.
10.1 Platform Communication & Boundaries
All communication relating to your Alēra services must take place through the Alēra platform or approved Alēra support channels, unless expressly agreed otherwise by Alēra.
You must not contact Alēra chefs, nutritionists, or administrative staff directly outside the platform for service-related matters, including via personal email, phone, messaging apps, or social media.
The exchange of personal contact details for the purpose of bypassing the Alēra platform is not permitted.
10.2 Client Conduct & Respectful Behaviour
You agree to communicate respectfully and appropriately with Alēra staff, nutritionists, and chefs at all times.
Harassment, abusive language, inappropriate messages, pressure for personal contact, or behaviour that makes service providers uncomfortable will not be tolerated.
Alēra reserves the right to intervene, suspend services, reassign service providers, or terminate your membership where such behaviour occurs.
Serious or repeated breaches of this clause may result in immediate termination of services without refund, where permitted by law, to protect the safety and wellbeing of service providers.
10.3 Non-Circumvention
You must not seek to engage Alēra chefs or nutritionists outside the Alēra platform for similar services during your membership or following termination.
Any attempt to bypass the platform may result in termination of services and does not release you from payment obligations already incurred.
11. Breaks, Extended Breaks & Pauses
Temporary interruptions to meal services are governed by Alēra’s Pause & Holding Policy, which forms part of these Terms.
Alēra distinguishes between:
Short breaks (1–6 consecutive days)
Extended breaks (7–14 consecutive days)
Pauses (15–28 consecutive days)
Notice requirements, allowances, pricing adjustments and holding fees apply in accordance with this section.
11.1 Notice Requirements
Notice must be provided via the Alēra platform.
Notice is measured in full calendar days before the first affected meal or delivery. The first day away does not count toward the notice period.
Minimum notice required:
Short breaks (1–6 days): 7 days
Extended breaks (7–14 days): 14 days
Pauses (15–28 days): 14 days
Failure to provide adequate notice may result in chef holding fees as set out in the Pause & Holding Policy.
11.2 Pause Eligibility & Conditions
Clients may request pauses of 15–28 consecutive days.
To qualify for pause pricing:
A minimum of 14 days’ notice must be provided
At least 28 days of active service must have passed since the end of the previous pause
The client must be beyond their initial 3-month Minimum Term
The pause must be requested and confirmed via the Alēra platform
All other pause conditions and notice requirements continue to apply regardless of pricing eligibility.
11.3 Pause Allowance & Pricing
Clients may take as many pauses per year as they wish, provided notice requirements and pause conditions are met.
However:
Pause pricing (reduced membership pricing) is limited to three (3) pauses per rolling 12-month period.
Any additional pauses beyond the three reduced-price pauses will be charged at the full standard membership rate.
Pause pricing eligibility renews on a rolling 12-month basis from the date of the client’s first reduced-price pause.
All notice requirements and eligibility conditions continue to apply to any additional pauses in order to avoid chef holding fees.
11.4 Holding Fees
Where adequate notice is not provided and chef availability is materially affected, holding fees may apply in accordance with the Pause & Holding Policy.
Holding fees:
Reflect disrupted or reserved chef capacity
Are calculated per affected day
Are subject to review by Alēra prior to application
Unresponsiveness does not qualify as a pause and does not entitle the client to pause pricing.
12. Payments, Joining Fee & Billing
12.1 Joining Fee
Upon acceptance into the Alēra service, a one-time joining fee of £350 is payable.
The joining fee covers:
creation of your personalised Nutrition Blueprint
preparation of your personalised recommendations pack
onboarding coordination
nutritionist and chef pairing
administrative setup and platform configuration
The joining fee is non-refundable, as it reflects immediate planning and coordination work undertaken on your behalf.
12.2 Membership Fees
Membership fees are payable in advance by direct debit.
Membership fees are charged on the last Friday of each calendar month, in accordance with your selected Alēra plan.
The membership fee remains fixed at your agreed plan price unless:
a pause price has been formally agreed in line with Alēra’s Pause & Holding Policy.
12.3 Failed Membership Payments
If a membership payment fails:
Alēra will attempt to collect the payment again
if the second attempt fails, a £25 administrative and recovery fee will be added
if payment remains outstanding after 10 days, services may be suspended
Membership fees remain payable during any period of suspension resulting from non-payment.
12.4 Chef Invoices
Chef invoices:
are issued weekly
cover meals already prepared and delivered
must be paid in line with the invoice terms
Chefs may apply a £25 administrative late payment fee if an invoice remains unpaid after 5 days. If the invoice is not paid within an appropriate period for no valid reason, Alera remains the right to suspend services.
12.5 Payment Disputes & Chargebacks
If you have a payment concern, you must raise it with Alēra first.
Initiating a chargeback without first contacting Alēra may be treated as non-payment. You remain liable for:
all services provided
costs already incurred
Where a payment is formally disputed, Alēra may pause services while the matter is investigated.
13. Chef Availability & Substitutions
Chefs may be unavailable from time to time due to illness, holidays, or unforeseen circumstances.
Where a chef is temporarily unavailable:
meals may pause
nutritionist support will continue
membership fees continue
If a chef is unavailable for more than 7 days, Alēra will seek a replacement.
For chef absences of:
5 days or fewer: Alēra will not usually replace the chef and will increase nutritionist support where appropriate
more than 5 days: Alēra will endeavour to arrange a temporary or permanent replacement
If no suitable replacement can be found within 14 days, Alēra may:
reduce membership fees
pause the service
or suspend the service until a chef becomes available
If no solution can be found after a reasonable period, Alēra may terminate the service without penalty.
14. Force Majeure
Alēra is not liable for delays or failures caused by events outside its reasonable control, including illness, accidents, extreme weather, supply chain disruption, or platform outages.
In such circumstances, Alēra will act in good faith to minimise disruption and may adjust, pause, or reschedule services as necessary.
15. Minimum Term, Consumer Rights & Termination
15.1 Minimum Term & Notice to Cancel
When you start an Alēra membership, you commit to an initial minimum term of three (3) months (“Minimum Term”).
After the Minimum Term, your membership continues on a rolling monthly basis unless cancelled.
To cancel, you must email info@alerahealthapp.com. Cancellation takes effect one (1) month from receipt of your cancellation email, aligned with billing cycles.
If notice is given part-way through a month, that month and the following month are payable in full.
If notice is given during the Minimum Term, cancellation will not take effect until both the Minimum Term and notice period have ended.
All fees and valid chef invoices incurred up to the cancellation effective date remain payable.
15.2 Consumer Cancellation Rights
You have a statutory right to cancel within 14 days of joining, unless you request services to begin immediately.
Where you request immediate commencement of services, you acknowledge that you will be liable for services already provided and costs already incurred if you cancel within the 14-day period.
16. Limitation of Liability
To the fullest extent permitted by law:
Alēra is not liable for indirect or consequential losses
Alēra is not responsible for food preparation, handling, or delivery
Alēra does not guarantee specific outcomes
Alēra is not liable for illness, adverse reactions, or food-related issues arising from meal preparation, handling, transportation, storage, or consumption, except to the extent required by law.
Nothing in these Terms limits liability for death or personal injury caused by negligence or liability that cannot be excluded under UK law.
17. Data, Confidentiality & Records
You consent to Alēra processing sensitive health data in accordance with its Privacy Policy.
You consent to relevant information being shared with your assigned nutritionist and chef solely for the purposes of service delivery.
Communication within the Alēra platform constitutes the official service record.
18. Public Statements & Reviews
Nothing in these Terms prevents you from leaving honest reviews or sharing genuine feedback about your experience.
However, you agree not to make false, misleading, or defamatory statements about Alēra, its staff, nutritionists, or chefs.
If you have a concern or complaint, you agree to raise it with Alēra first so it can be addressed promptly and fairly.
19. Governing Law & Entire Agreement
These Terms are governed by the laws of England and Wales.
These Terms, together with referenced policies, constitute the entire agreement between you and Alēra and supersede all prior discussions or understandings.