Terms & Policies

1. About Medza

Medza is a trading name of Life Changing Digital Limited, a private limited company registered in England and Wales. Medza services are delivered online. We do not operate physical teaching premises for Medza programmes.

2. Our services

Depending on the programme purchased, services may include:

• one-to-one mentoring or tutoring;
• live group teaching and masterclasses;
• UCAT preparation;
• medical school application guidance;
• interview and MMI preparation;
• work experience and super-curricular guidance;
• academic tutoring;
• educational resources and recordings;
• progress reviews; and
• parent updates.

The exact scope of a student's programme is set out in the relevant offer, order confirmation or client agreement.

3. Admissions outcomes

Medical school admissions decisions are made independently by universities and other admissions bodies. Unless expressly stated otherwise in a specific written programme agreement, Medza does not guarantee admission, an interview, a particular UCAT score or an offer from any university. References to previous student outcomes or results relate to previous students and should not be taken as a guarantee of an individual student's outcome.

4. Fees and payment

Fees and payment schedules are confirmed before purchase. Where a programme is sold for a fixed total price with payment by instalments, the instalments are a method of paying the agreed programme fee rather than separate monthly purchases, unless the relevant agreement expressly states otherwise. Payments must be made when due. We may pause access to mentoring, sessions, resources or other programme services while payments are overdue. Any additional mentoring or tutoring requested outside the purchased programme may be charged separately with the customer's agreement.

5. Cancellation, cooling-off and refunds

Where a parent or customer enters into a qualifying consumer contract with us online or at a distance, they will normally have a statutory 14-day cancellation period, subject to applicable law and any relevant exceptions. If you ask us to begin providing services during that cancellation period, we may ask you to expressly confirm that you would like the service to start immediately. If services have begun at your express request and you subsequently exercise a statutory right to cancel, you may be required to pay a proportionate amount for services already supplied. Where a service has been fully performed during the cancellation period following the required request and acknowledgement, the statutory cancellation right may end. After any statutory cancellation period has expired, cancellation and refund arrangements will be governed by the relevant programme agreement and applicable consumer law. Fees relating to services that have already been properly delivered are normally non-refundable. Nothing in this section limits any right or remedy available to a consumer under applicable law.

6. Scheduling, lateness and missed sessions

One-to-one sessions must be booked and rearranged in accordance with the notice requirements communicated for the relevant programme. Where reasonable notice is provided, we will normally try to rearrange a session subject to mentor availability. Where a student arrives late, the session will normally still finish at its original scheduled time. Sessions missed without the required notice may be treated as delivered. Where Medza or the allocated mentor needs to rearrange a session, we will provide an alternative session or otherwise ensure that the purchased mentoring time remains available.

7. Mentor allocation

Students may work with different mentors during their programme. We reserve the right to change or substitute a mentor because of availability, illness, scheduling requirements, suitability, operational requirements or other reasonable circumstances. Where practicable, families will be informed of significant mentor changes.

8. Technology and online delivery

Services may be delivered using third-party video, scheduling, communication, learning and payment platforms. We are not responsible for temporary interruptions caused by third-party platforms, internet connections or technology outside our reasonable control. Where a session cannot reasonably proceed because of a technical failure on our side, we will normally rearrange the affected teaching time at no additional charge. We may update or replace platforms and digital features where reasonably necessary for educational, operational, security or technical reasons.

9. Session recordings

Some live sessions may be recorded for educational, safeguarding, quality assurance, training or revision purposes. Where sessions are recorded, students and parents will be informed as appropriate. Recordings may contain a student's name, voice, image, participation, chat messages or work shared during the session. Access to recordings is restricted to people who reasonably require access for programme delivery, safeguarding, administration or quality assurance. Recordings and educational materials must not be copied, downloaded, screen-recorded, redistributed, published or shared outside the programme without permission.

10. Cameras and participation

Students may normally be expected to use their camera during one-to-one or interactive live sessions where this is reasonably required for safeguarding, engagement, identity verification or effective teaching. Parents or guardians should contact us if a student requires an alternative arrangement for medical, safeguarding, disability, religious or other reasonable circumstances.

11. Student conduct

Students must treat mentors, staff and other students respectfully. Harassment, abusive behaviour, inappropriate communications, deliberate disruption, sharing inappropriate material or serious breaches of safeguarding expectations will not be accepted. We may restrict or suspend participation where reasonably necessary to protect students, mentors or the integrity of the programme.

12. Educational materials and intellectual property

Course materials, recordings, presentations, worksheets, frameworks, teaching resources and other content supplied through Medza remain the intellectual property of Life Changing Digital Limited or the relevant rights holder. They are provided for the enrolled student's personal educational use only. They must not be reproduced, resold, publicly distributed or used commercially without written permission.

13. Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Subject to applicable law, we are not responsible for losses that were not reasonably foreseeable when the contract was entered into or for losses arising from circumstances outside our reasonable control. Nothing in these terms restricts a consumer's statutory rights.

14. Changes to services

We may make reasonable changes to programme scheduling, mentors, platforms, lesson formats or educational resources where necessary. We will not make a material reduction to the core services purchased without providing an appropriate alternative or remedy.

15. Governing law

These terms are governed by the laws of England and Wales. Nothing in this provision removes any mandatory consumer rights concerning jurisdiction or dispute resolution.

1. Information we collect

Depending on how you interact with us, we may collect:

• parent and student names;
• email addresses and telephone numbers;
• country and location information;
• school year, grade or stage of education;
• academic information;
• target universities or courses;
• application and admissions information;
• attendance and progress information;
• form submissions;
• emails, messages and communications;
• call or consultation notes;
• session participation information;
• recordings where applicable;
• payment and transaction information; and
• technical information such as IP address, browser, device and website activity.

We do not directly store full payment-card details where payments are processed by a third-party payment provider.

2. How we use personal information

We may use personal data to:

• respond to enquiries;
• arrange consultations;
• assess programme suitability;
• deliver mentoring and tutoring;
• manage bookings and accounts;
• allocate mentors;
• monitor attendance and progress;
• provide educational resources;
• communicate with parents and students;
• process and administer payments;
• operate our website and online systems;
• maintain safeguarding records;
• improve our services;
• comply with legal and regulatory requirements; and
• send marketing communications where permitted.

3. Lawful bases

Depending on the circumstances, we may process personal information because:

• it is necessary to perform a contract or take steps before entering into a contract;
• we have a legitimate interest in operating and improving our educational services;
• you have given consent;
• we need to comply with a legal obligation; or
• another lawful basis applies under data protection law.

Where we rely on consent, it may be withdrawn at any time.

4. Children's information

Many Medza students are under 18. We therefore take additional care when processing children's information and only collect information that is reasonably required to provide the service, communicate with the family, protect students or meet our legal and safeguarding responsibilities. Parents or guardians will normally be involved in the enrolment of students under 18.

5. Sharing information

We may share relevant information where reasonably necessary with organisations or individuals involved in providing our services, including:

• mentors and tutors;
• payment processors;
• CRM and communication providers;
• video conferencing providers;
• scheduling systems;
• cloud storage and productivity services;
• website and analytics providers; and
• professional or legal advisers where required.

We may also disclose information where required by law or where necessary to protect a child or another person's safety. We do not sell personal data.

6. Data security

We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, disclosure, alteration, loss or misuse. Access to student information is restricted to those who reasonably require it.

7. Retention

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet legal, safeguarding, accounting and regulatory requirements. Certain financial and contractual records may be retained for up to six years or for another period required by law. Safeguarding records may be subject to different retention requirements.

8. Cookies

Our website may use cookies and similar technologies for functionality, security, analytics and other website purposes. Strictly necessary cookies may operate without consent where permitted by law. Where consent is legally required for non-essential cookies or similar tracking technologies, these should only be activated after the appropriate consent has been obtained. Users can change available cookie preferences through the website's cookie controls.

9. International transfers

Some technology providers may process information outside the United Kingdom. Where personal information is transferred internationally, we take reasonable steps to ensure that an appropriate legal mechanism or safeguard is in place where required.

10. Your rights

Depending on the circumstances, you may have rights including the right to:

• access your personal data;
• correct inaccurate information;
• request erasure;
• restrict certain processing;
• object to certain processing;
• receive certain data in a portable format; and
• withdraw consent where processing is based on consent.

Requests can be sent to admin@medza.org. You also have the right to complain to the Information Commissioner's Office.

1. Designated Safeguarding Lead

Designated Safeguarding Lead (DSL): Dr Christian Bennison. Safeguarding concerns can be raised by emailing admin@medza.org — please use "Safeguarding – Confidential" in the subject line where appropriate. If a child is in immediate danger, contact the emergency services by calling 999.

2. Scope

This policy applies to mentors, tutors, contractors and anyone delivering Medza services involving children or young people. Our safeguarding approach has regard to relevant UK safeguarding legislation and guidance, including the Children Acts, Working Together to Safeguard Children and relevant principles contained in Keeping Children Safe in Education where appropriate to our setting.

3. Safer recruitment

People working directly with students are subject to appropriate suitability checks. Depending on the role, these may include:

• identity verification;
• qualification or academic credential checks;
• references;
• appropriate DBS checks where applicable; and
• safeguarding guidance or induction.

4. Online sessions

Online sessions should take place through approved platforms and programme systems. Mentors are expected to conduct sessions from a suitable professional environment and maintain appropriate boundaries. Session links and programme access information should not be shared publicly. Parents or guardians may request information about their child's scheduled sessions and programme participation.

5. Communication with students

Mentors must communicate with students only for legitimate educational or programme-related purposes. Communications should take place through channels approved for use by Medza. Mentors must not:

• pursue personal relationships with students;
• contact students for unrelated personal reasons;
• engage in inappropriate private communication;
• request inappropriate photographs or information; or
• use their position of trust improperly.

6. Recognising and reporting concerns

Any concern about a child's welfare should be reported promptly to the Designated Safeguarding Lead. Concerns may include suspected:

• physical abuse;
• emotional abuse;
• sexual abuse;
• neglect;
• exploitation;
• peer-on-peer abuse;
• online harm;
• inappropriate adult behaviour;
• radicalisation; or
• other circumstances placing a young person at risk.

Where necessary, concerns may be referred to children's social care, the police, the Local Authority Designated Officer or another appropriate safeguarding authority.

7. Concerns relating to a mentor or adult working with students

Any allegation or concern regarding the conduct of a mentor, tutor or other adult working through Medza should be reported promptly to the DSL. Appropriate protective action may be taken while a concern is assessed, including temporarily removing the individual from contact with students. Where the relevant safeguarding threshold is met, the matter may be referred to the appropriate external authority.

8. Concerns relating to the DSL

Where a safeguarding concern relates to the Designated Safeguarding Lead, it should be sent to admin@medza.org with the subject "Safeguarding Concern – Confidential". The matter will be escalated independently within the company and referred to an appropriate external safeguarding authority where required.

9. Safeguarding records

Safeguarding concerns and decisions are documented and stored securely. Access is restricted on a need-to-know basis. Safeguarding information may be shared without consent where this is necessary and lawful to protect a child or another person from harm.

10. Review

This safeguarding policy will be reviewed periodically and may be updated following changes in legislation, safeguarding guidance, the nature of our services or a safeguarding incident.

1. Approved platforms

Sessions and programme communications should use approved video, communication and learning platforms. Reasonable security features such as passwords, waiting rooms, restricted-access links and account controls should be used where available and appropriate.

2. Access to sessions

Session links should only be used by authorised participants. Unknown or unauthorised participants may be removed from sessions.

3. Appropriate content and conduct

Mentors must use appropriate language, materials and screen-sharing practices. Any inappropriate content or conduct observed during a session should be reported in accordance with the Safeguarding & Child Protection Policy.

4. Technical failure

Where a live session cannot reasonably proceed because of a technical issue caused by Medza or the mentor, an alternative arrangement will normally be made at no additional charge.

5. Student wellbeing

Mentors are not medical or mental-health providers unless expressly acting in an appropriately qualified professional capacity. However, where a mentor observes something that reasonably raises concern about a student's welfare or safety, the concern should be handled in accordance with our safeguarding procedures.

6. Data and account security

Access to student information should be appropriately restricted. People working through Medza are expected to take reasonable precautions to protect accounts, devices and personal data used in connection with programme delivery. Suspected personal data breaches should be reported promptly so that the company can investigate and, where legally required, notify the Information Commissioner's Office or affected individuals.

1. Making a complaint

Complaints should be sent to admin@medza.org. Please include "Complaint" in the subject line and provide enough information for us to understand:

• what happened;
• any relevant dates or communications; and
• the outcome you are seeking.

2. Acknowledgement

We aim to acknowledge formal complaints within 3 working days.

3. Investigation

We will review the relevant information and may contact the complainant, mentor or other relevant person for further information. We aim to provide a substantive written response within 14 working days. Where additional time is reasonably required, we will explain this and provide an updated timeframe.

4. Escalation

If you remain dissatisfied after receiving a response, you may ask for the complaint to be reviewed at a senior level within Life Changing Digital Limited.

5. Data protection complaints

Complaints specifically relating to the processing of personal information may also be raised with the Information Commissioner's Office. Nothing in this complaints procedure affects any statutory rights or legal remedies available to a consumer.

Medza is a trading name of Life Changing Digital Limited, company number 15304697, registered in England and Wales. Registered office: 65 Canterbury Avenue, Sidcup, England, DA15 9AT.

General enquiries: admin@medza.org. Telephone: 020 4584 3543. Designated Safeguarding Lead: Dr Christian Bennison.