Terms of Service

Last updated: May 17, 2026

1. About These Terms

These Terms of Service ("Terms") govern your use of:

• praelion.com;
• Heedli, including the Heedli mobile app, admin-supported services, websites, support channels, and related features; and
• Lulnara, including the Lulnara mobile app, API-backed services, websites, support channels, and related features.

The services are provided by Praelion Health Ltd ("Praelion", "we", "us" or "our").

By accessing or using a service, creating an account, ticking an acceptance box, starting a subscription, or continuing to use a service after these Terms are updated, you agree to these Terms. If you do not agree, do not use the services.

Product screens, subscription screens, app-store terms, feature notices, consent screens, support policies, safety notices, and our Privacy Notice may also apply. If those terms conflict with these Terms for a specific feature, the more specific terms apply to that feature.

2. About Praelion

Praelion Health Ltd is a limited 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.

You can contact us at privacy@praelion.com.

3. What the Services Do

Heedli is a family-support app for UK families navigating Special Educational Needs and Disabilities. It can help with record keeping, rights information, template letters, EHCP and DLA preparation, wellbeing tools, child profiles, incidents, documents, calendars, AI-assisted drafting, pattern insights, professional reports, young-person support, and reminders.

Lulnara is a baby and family care tracking app. It can help with parent accounts, child profiles, feeding, sleep, growth, diapers, medication, vaccination, symptoms, appointments, milestones, caregiver sharing, exports, reports, analytics, AI chat, voice logging, sleep insights, subscriptions, and reminders.

The Praelion website provides general information about Praelion and our products.

We may add, remove, suspend, change, rename, limit, or discontinue features from time to time.

4. No Medical, Legal, Safeguarding, or Emergency Advice

The services are tools for organisation, drafting, tracking, reflection, family communication, and general information. They are not medical advice, clinical advice, legal advice, SEND tribunal advice, safeguarding advice, diagnosis, treatment, prescription, emergency response, or a substitute for professional judgement.

You must not rely on the services as your sole basis for decisions about health, medication, vaccination, symptoms, disability support, school placement, legal deadlines, DLA, EHCPs, tribunal proceedings, safeguarding, or emergencies.

You should speak to an appropriate qualified professional for medical, legal, educational, safeguarding, or urgent concerns. If you believe someone is at immediate risk, contact emergency services or the relevant urgent support service.

AI outputs, reports, insights, templates, and generated letters must be reviewed carefully before you use or share them. You are responsible for checking accuracy, suitability, dates, facts, recipients, deadlines, legal references, and tone.

5. Eligibility and Authority

You must be at least 18 years old to create an adult account unless we expressly permit another arrangement.

If you create, manage, or share records about a child, young person, family member, caregiver, school, clinician, professional, or other third party, you confirm that you have an appropriate lawful basis and authority to do so.

If you invite a caregiver or share access, you are responsible for choosing trusted recipients, setting appropriate access, and removing access when it is no longer appropriate.

If a young person uses a feature intended for them, the responsible parent, guardian, or account holder must ensure that use is appropriate for the young person's age, understanding, needs, and safety.

6. Accounts and Security

You are responsible for:

• giving accurate account and profile information;
• keeping your login credentials, email account, device, app-store account, and authentication methods secure;
• using strong device security where available;
• ensuring only authorised people access your account or device;
• promptly telling us if you suspect unauthorised access; and
• keeping exported files, reports, and shared documents secure.

We may require email verification, social sign-in verification, password reset checks, device security checks, rate limits, or other safeguards.

You must not share your account in a way that bypasses subscription limits, compromises child or family privacy, or gives access to someone who should not see the data.

7. Your Content and Data

"User Content" means information, records, documents, photos, audio, video, notes, messages, prompts, exports, profile data, logs, and other material you enter, upload, generate, store, or share through the services.

You retain ownership of your User Content. You grant us a worldwide, non-exclusive, royalty-free licence to host, store, copy, process, transmit, display, format, back up, analyse, and otherwise use User Content only as necessary to provide, secure, maintain, improve, support, and comply with legal obligations relating to the services.

You are responsible for your User Content. You must not upload or share information that you are not entitled to use, that is unlawful, that infringes another person's rights, or that creates unnecessary privacy or safety risk.

We do not claim ownership of your family records. We do not sell your User Content. We do not use child, SEND, health, or family-care records for behavioural advertising.

8. Sensitive Information

The services may process sensitive family, child, health, SEND, disability, voice, photo, and care information. You should enter only information that is relevant to the feature you are using.

Avoid uploading documents or media that include unnecessary third-party information, confidential school or medical information you are not entitled to share, or information that could put someone at risk if disclosed.

Exports, reports, screenshots, shared links, copied letters, emails, and printed documents may contain sensitive information. Once you share information outside the service, you are responsible for how and with whom it is shared.

9. AI Features

Some features use AI, including Heedli letter drafting and Lulnara parenting support, voice logging, and insight features where enabled.

AI features are optional or consent-based where required. You may need to make an AI consent choice before using them. You can change or withdraw AI consent where the app provides that control, but some AI features may then stop working.

AI outputs may be incomplete, inaccurate, outdated, inappropriate for your circumstances, or based on misunderstood input. You must review and edit AI outputs before relying on, submitting, sending, or sharing them.

You must not use AI features to seek diagnosis, treatment, medication dosing, emergency advice, safeguarding determinations, legal advice, tribunal strategy, or professional decisions. Lulnara may block or redirect unsupported medical, medication, vaccination, symptom, diagnosis, treatment, or emergency use cases.

You must not attempt to bypass AI safety controls, rate limits, consent controls, redaction controls, system prompts, or feature boundaries.

10. Reports, Letters, Templates, and Exports

Reports, letters, templates, evidence bundles, and exports are drafting and organisation tools. They are not professional advice and may not satisfy legal, school, local authority, clinical, tribunal, or benefits requirements without further review.

Before sending any letter, report, export, or evidence bundle, you must check:

• names, dates, addresses, facts, and attachments;
• whether the right recipient is used;
• whether deadlines and legal references are current;
• whether the content is fair, accurate, and proportionate;
• whether consent is needed from anyone else; and
• whether sharing the information is safe and lawful.

We are not responsible for decisions made by schools, local authorities, DWP, tribunals, clinicians, caregivers, app stores, or other third parties after you use or share information from the services.

11. Subscriptions, Trials, and Payments

Some features are free. Some features require a paid subscription, trial, entitlement, or other paid access.

Heedli may offer a free tier and a premium tier. Lulnara may offer premium features through in-app purchases. Current pricing, billing period, trial terms, renewal terms, and included features are shown in the app or app-store purchase flow at the time of purchase.

In-app purchases and subscriptions are processed by Apple App Store or Google Play and managed through RevenueCat or similar subscription infrastructure. Your purchase is also governed by the applicable app-store terms.

Subscriptions may renew automatically unless cancelled through the relevant app-store account settings before the renewal deadline. Deleting the app or deleting your account does not necessarily cancel an app-store subscription. You must cancel through Apple or Google where required.

We may change subscription features or prices prospectively, subject to app-store rules and applicable law. If a change requires your consent, the app store or service will request it.

Refunds are handled according to the rules of the relevant app store unless we expressly state otherwise or applicable law requires otherwise.

12. Acceptable Use

You must use the services lawfully, safely, and respectfully.

You must not:

• use the services for unlawful, harmful, abusive, fraudulent, exploitative, or misleading purposes;
• upload content that is illegal, abusive, threatening, defamatory, discriminatory, sexually exploitative, or otherwise harmful;
• upload malware or attempt to disrupt, overload, scan, scrape, reverse engineer, or attack the services;
• attempt to gain unauthorised access to accounts, systems, data, admin tools, APIs, infrastructure, or source code;
• impersonate another person or misrepresent your authority to act for a child or family;
• collect, infer, or misuse personal data about other users;
• bypass subscription gates, safety controls, consent controls, access controls, or rate limits;
• use the services to make automated legal, medical, safeguarding, eligibility, or emergency decisions;
• use exports, reports, letters, or AI outputs in a dishonest or misleading way;
• upload content you do not have the right to upload; or
• use Praelion, Heedli, Lulnara, or associated marks in an unauthorised or misleading way.

13. Caregiver and Shared Access

Some features may allow family members, caregivers, young people, or linked devices to access or contribute to selected records.

The account holder is responsible for granting access only to trusted people, reviewing what access allows, and revoking access promptly when it is no longer appropriate.

Caregivers may need their own accounts, permissions, and subscriptions. A caregiver does not automatically inherit every entitlement or permission from another user unless the product expressly provides that.

We may limit, revoke, suspend, or audit shared access if we suspect misuse, unauthorised access, privacy risk, security risk, or breach of these Terms.

14. Notifications and Communications

The services may provide local reminders, push notifications, emails, verification messages, support messages, subscription notices, product updates, safety notices, and service announcements.

Push notifications depend on device permissions and platform services. You can change notification settings in the app or your device settings. Some service, security, verification, or transaction messages may still be sent where necessary.

Notification content may be private by default where supported, but you should not rely on lock-screen privacy for sensitive information. Configure your device notification previews appropriately.

15. Third-Party Services

The services depend on third-party providers, which may include app stores, hosting providers, database providers, storage providers, authentication providers, AI providers, payment and subscription providers, email providers, notification providers, media providers, analytics providers, and monitoring providers.

Third-party services may have their own terms, privacy notices, availability, outages, and account requirements. We are not responsible for third-party platforms except where the law makes us responsible.

Links to third-party websites or services are provided for convenience only. You access them at your own risk.

16. Availability, Changes, and Updates

We aim to provide reliable services, but we do not guarantee uninterrupted availability, error-free operation, permanent storage, or that every feature will remain available.

Services may be affected by maintenance, updates, app-store review, device compatibility, operating-system changes, third-party outages, network issues, security incidents, or events outside our control.

We may release app updates, over-the-air updates, security patches, content changes, policy changes, and feature changes. Some updates may be required to keep using the services.

17. Suspension and Termination

You may stop using the services at any time. You may delete your account where the app provides that feature or by contacting us.

We may suspend, restrict, or terminate access if:

• you breach these Terms;
• we suspect unauthorised access, fraud, abuse, security risk, or harm;
• we must do so to comply with law, app-store rules, payment rules, or regulatory requirements;
• a third-party platform requires it;
• continued access creates legal, privacy, child-safety, safeguarding, security, or operational risk; or
• the service or feature is discontinued.

Where reasonable and lawful, we will try to give notice. We may act without notice where urgent action is needed.

18. Intellectual Property

The services, including software, interfaces, design, text, templates, content, marks, logos, graphics, icons, images, video, audio, workflows, datasets, and documentation, are owned by Praelion or licensed to us.

"Praelion", "Heedli", "Lulnara", associated names, logos, and marks are trade marks or brand assets of Praelion Health Ltd or associated product businesses.

You may use the services for their intended personal, family, caregiver, or professional-support purpose. You must not copy, reproduce, adapt, distribute, commercially exploit, reverse engineer, or create derivative works from the services or content except where these Terms, the app, or law permits it.

19. Feedback

If you give us feedback, ideas, suggestions, bug reports, or improvement requests, we may use them without obligation to compensate you. We will not intentionally publish personal or sensitive family content as feedback without appropriate permission.

20. Privacy

Our Privacy Notice explains how we collect, use, share, protect, retain, and delete personal data. You should read it carefully, especially if you use features involving child, health, SEND, media, AI, caregiver, or export data.

21. Disclaimers

The services are provided on an "as is" and "as available" basis.

To the fullest extent permitted by law, we exclude warranties, representations, conditions, or terms that may otherwise be implied by statute, common law, or equity, including implied warranties of satisfactory quality, fitness for purpose, accuracy, uninterrupted availability, and non-infringement.

We do not guarantee that:

• content, AI outputs, reports, letters, insights, or templates are accurate, complete, current, or suitable for your circumstances;
• reminders, notifications, exports, or sync features will always work;
• app-store purchases, restores, renewals, or entitlements will be error-free;
• the services will meet professional, clinical, legal, school, local authority, DWP, tribunal, or safeguarding requirements; or
• third-party services will remain available.

Nothing in these Terms affects rights that cannot lawfully be excluded or limited.

22. Limitation of Liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of terms implied by law that cannot be excluded, or any other liability that cannot be excluded or limited under applicable law.

Subject to that, we are not liable for:

• indirect, consequential, special, incidental, punitive, or exemplary loss or damage;
• loss of profit, revenue, business, goodwill, opportunity, anticipated savings, or reputation;
• loss, corruption, disclosure, or misuse of data caused by your sharing, exported files, device compromise, account compromise, or third-party action outside our control;
• decisions made by schools, local authorities, DWP, tribunals, clinicians, caregivers, or other third parties;
• missed reminders, missed deadlines, or inaccurate user-entered data;
• reliance on AI outputs, templates, reports, letters, insights, or general information without appropriate review; or
• third-party platform, app-store, payment, hosting, AI, notification, media, email, analytics, or authentication outages.

If you are a business user, our total aggregate liability arising from or connected with the services is limited to the greater of: (a) the amount you paid to us for the relevant service in the 12 months before the event giving rise to the claim; or (b) GBP 100.

If you are a consumer, these Terms do not exclude or limit statutory rights you have that cannot be excluded or limited under consumer protection law.

23. Indemnity for Misuse

If you use the services for business, professional, school, local authority, consultancy, research, or organisational purposes, you agree to indemnify Praelion against reasonable losses, liabilities, costs, claims, and expenses arising from your unlawful or unauthorised use of the services, breach of these Terms, infringement of third-party rights, or misuse of exported or shared information.

24. App Store Terms

Where you download an app from Apple App Store or Google Play, the relevant app-store terms also apply. The app store is not responsible for providing support for the services unless its own terms say otherwise.

Apple, Google, and their subsidiaries may be third-party beneficiaries of the parts of these Terms that relate to their app stores where applicable law or app-store rules require that status.

25. Changes to These Terms

We may update these Terms from time to time. The latest version will be posted on this page with the updated date.

If changes are material, we may notify you in-app, by email, through the website, or by another appropriate method. If you continue using the services after the effective date of updated Terms, you accept the updated Terms.

26. Severability

If any part of these Terms is found to be invalid or unenforceable, the remaining parts will continue in effect.

27. No Waiver

If we do not enforce a right immediately, that does not mean we have waived it. We may still enforce it later.

28. Assignment

You may not transfer your rights or obligations under these Terms without our prior written consent.

We may transfer our rights and obligations to another organisation in connection with a merger, acquisition, restructuring, sale of assets, financing, group reorganisation, or legal requirement, provided your rights are not materially reduced.

29. Governing Law and Jurisdiction

These Terms, and any dispute or claim arising from or connected with them or the services, are governed by the laws of England and Wales.

The courts of England and Wales will have exclusive jurisdiction, except that if you are a consumer living in another part of the United Kingdom, you may also bring proceedings in your local courts where the law gives you that right.

30. Contact

Questions about these Terms can be sent to privacy@praelion.com.