Terms of Use

These terms explain the rules for using Joy's website and the messaging services Joy provides to GP practices. Please read them alongside our Privacy Notice, which explains how we use personal data.

Who we are

Joy is provided by Pungo Ltd, a company registered in England and Wales with company number 11914576, whose registered office is at 25 Horsell Road, London, England, N5 1XL ("Joy", "we", "us"). You can contact us at dataprotection@explorejoy.co.uk.

What these terms cover

Your use of this website, www.thejoyapp.com.
WhatsApp and SMS messages that patients receive from their GP practice, or from Joy on the practice's behalf, through Joy's services.
GP practices and other organisations that connect their own WhatsApp Business account to Joy.

Organisations that buy Joy's services also have a written agreement with us. If that agreement conflicts with these terms, the written agreement applies.

If you receive messages from your GP practice through Joy

Who the messages are from. Your GP practice uses Joy to invite you to health reviews and health checks and to tell you about local support. Messages are sent on your practice's behalf, either from your practice's own WhatsApp number or from Joy's.
Not for emergencies. Joy's messages are not monitored as an emergency service. If you need urgent medical help, call 999. For urgent advice that is not an emergency, use NHS 111 online or call 111.
Not medical advice. Messages give general information and help you find services. They do not replace advice from your GP or another health professional.
Automated replies. Some replies are written by software on your practice's behalf. Messages that suggest you may be at risk are flagged for review.
Stopping messages. You can stop messages at any time by tapping "No thanks" or replying STOP. You can also ask your practice to stop.
Cost. Joy does not charge you for these messages. Your mobile network may charge for data or text messages under your own plan.
WhatsApp's own terms. When you use WhatsApp, WhatsApp's terms of service and privacy policy also apply. WhatsApp is provided by WhatsApp LLC, part of Meta, not by Joy.

If you connect your practice's WhatsApp Business account to Joy

Connecting. You connect through Meta's sign-up window on Joy's website. You must be authorised by your organisation to do so.
Ownership. Your organisation owns the WhatsApp Business account, the phone number and the display name. Your account sits in your organisation's Meta business portfolio, not Joy's.
What you authorise. You authorise Joy to register your number for WhatsApp messaging, to create and manage message templates in your account, and to send and receive WhatsApp messages with your patients on your behalf, as described in your agreement with us.
Who you message. You will only ask Joy to message patients who have given your practice their mobile number and who would expect to hear from you, and you will honour opt-outs.
Meta's terms. You must accept, and keep to, the WhatsApp Business Terms of Service and the WhatsApp Business Messaging Policy. Meta may restrict or suspend an account that breaks them.
Charges. Meta charges for some WhatsApp messages. These charges are billed to the payment method on your WhatsApp Business account unless your agreement with Joy says otherwise.
Disconnecting. You can remove Joy's access at any time in your Meta Business Settings, or by asking us. When you do, we stop sending from your number and delete your account's access token. Our data deletion page explains what else we delete.

Using this website

You may use this website for lawful purposes only. Do not try to gain unauthorised access to it, interfere with how it works, or introduce malicious code. We may change or withdraw any part of the website without notice.

Intellectual property

The Joy name, logo, website content and software belong to Pungo Ltd or its licensors. You may view and print pages for your own reference. You may not copy or reuse them for any other purpose without our written permission.

Our responsibility to you

We provide this website and our general information "as is". We do our best to keep information about services accurate, but services change, and we cannot guarantee that every detail is current. Check with the service before you rely on it.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law. If you are a consumer, these terms do not affect your legal rights.

Changes to these terms

We may update these terms from time to time. The version on this page is the one that applies. We will tell connected organisations about significant changes.

Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your home courts.

Last updated: October 2026