Terms and conditions

Published on: 19th June 2025 | Updated on: 19th June 2025

Your responsibilities
You must use our Platform and the Services with care and in compliance with the Terms. You must answer all questions truthfully and to the best of your knowledge, as your prescribed course of treatment will be based on your consultation and answers to our questionnaire.
For testing Services, you agree that we will only give the results to the Account holder who ordered the test Service.
You must always read all product packaging and labels carefully before use, including checking the date on the box to make sure it’s not out of date.
Please make sure that only you have access to your medicines.
Do not take any medicine which is not the medicine prescribed or if you’re not sure it is the medicine prescribed or which is damaged on arrival. If medicine is prescribed and dispensed to you, you’re responsible for checking that the medicine received is the correct medicine prescribed by our clinician and that it is not damaged in any way. If you’re not sure, you must contact our Pharmacy to seek advice and/or a replacement as required.
You should always tell your regular healthcare provider about any treatment we prescribe and any medication supplied. Please note that we can inform your GP for you if you ask us to.

Abuse in the pharmacy, we have zero tolerance for any form of abuse in our pharmacy (verbal & physical) and have the right to refuse service to anyone in a situation where any member of our staff or any customers present at the time feel threatened.

Our liability to you
Other than as set out in these Terms, the Site and the Services are provided on an "as is" and "as available" basis. To the extent permitted by law, we make no representations or warranties of any kind, express or implied, as to the operation of the Site or the Services or any information, content, materials or products included or referenced on the Site.
We do our best to ensure that the information on the Site is accurate and up to date, but we make no representations, warranties or guarantee that this will always be the case.
We aim to make the Site available to you all the time but sometimes it may be unavailable due to maintenance, repairs or to factors outside of our control. We will not be liable to you in relation to such downtime.
We follow industry standards and processes to prevent against the introduction of viruses, malware and malicious attacks that may harm the Site or the device that you use to access the Site, but we cannot guarantee that the application will be totally free from viruses and malware.
We do not guarantee that the Site will be compatible with all hardware and software that you may use.
If the need arises, we reserve the right to amend, delete, suspend or withdraw all or any part of the Platform (including the Services) without notice.
Nothing in these Terms excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.
We are not liable for any damages which result from your failure to provide complete, truthful and accurate information provided to us (i) to register your Account; (ii) in response to any questionnaire; or (iii) otherwise in any consultation. We are also not liable if you fail to immediately notify us if any previously provided information becomes inaccurate.
We are not liable for any damages which result from your failure you to follow advice given on the Platform or from your failure to pass on information to your regular healthcare provider.
We will not be in breach of any of our obligations under these Terms or otherwise liable for any failure or delay in performance if we are prevented or delayed in or from performing any of our obligations by any event beyond our reasonable control (including (but not limited to) strikes, fire, storm, flood or other natural disaster, epidemics, pandemics, failures in our supply chain, or failure of telecommunications networks or impossibility of the use of transport). If we are unable to perform our obligations to you as a result of any event outside our control we will contact you as soon as reasonably possible and we will take steps to minimize the effect of any delay. Provided we do this, our obligations to you shall be suspended for the duration of the event outside our control and we will not be liable for any delay caused by the event.

Cancellations and Refunds
Cancellations policy
a) Consultation and prescription Services
Once you place an order for our consultation and prescription Services, we will assess your clinical suitability for treatment before any prescription or medicines are issued or supplied to you.
By placing your order, you agree to such clinical assessment and accept that you shall have no cancellation rights for any order of a) consultation and prescription Services or b) any medicines (in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).

Refunds policy
No refunds will be issued in respect of orders placed for our consultation and prescription Services.

Subscriptions
When you subscribe to one of our services, you will have an initial consultation, and if a clinical decision is made to prescribe medicine for you, the prescription will allow for multiple repeat prescriptions providing a supply of medicine for up to 12 months. You will be charged for your initial consultation, and you will be automatically charged each month for your repeat prescriptions to be dispensed and either made available for in store collection or by delivery, as applicable. When you sign up for a subscription you grant us the authority to automatically charge you for each repeat prescription.
Under our subscriptions, your medicine will be dispensed in accordance with the terms of the prescription issued and applicable law.
You may cancel your subscription at any time, but your subscription for a particular payment cannot be cancelled if your medicine has already been sent to you or collected in store. To cancel your subscription, please contact our Pharmacy either via phone call or in person visitation.
Our clinicians may cancel your subscription at any time if they believe that the medicine prescribed or the service is or becomes unsuitable for you. Your subscription will automatically terminate when the last repeat prescription in your prescription has been dispensed or the maximum time allowed in the prescription to dispense all repeat prescriptions have expired. We will contact you before your subscription expires to let you know and to give you an opportunity to renew your subscription.

Links from our Site
We may, from time to time, provide links from our Site to websites that are owned and controlled by third parties. These links are provided only for your convenience and we have no control over and will have no liability in respect of those websites or any third party services.

Transfer of rights and obligations
We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens, and we will ensure that the transfer will not affect your rights under these Terms. You may only transfer your rights or your obligations under these Terms to another person with our prior written consent.

Third party rights
These Terms do not give rise to any rights for any third party to enforce any term of these Terms.

Jurisdiction and applicable law
The English courts have exclusive jurisdiction over any claim arising from, or related to, the Services we provide to you or to the use of our Platform or Site. We reserve the right to bring proceedings against you for breach of these Terms in your country of residence or any other relevant country.
These Terms and any dispute or claim arising out of, or in connection with them or their subject matter or formation, including non-contractual disputes or claims, shall be governed by and construed in accordance with the law of England and Wales.

Entire agreement
These Terms, our Privacy Policy and Cookie Policy, and any document expressly referred to in this agreement constitutes the entire agreement between you and us and supersedes any and all previous discussions, correspondence, negotiations, previous arrangements, understandings or agreements between us relating to the use of our Platform and the Services made available on it.

Severability
If any part of these Terms is determined by a court to be invalid or unenforceable including, but not limited to, the warranty disclaimers and exclusions and limits of liability, then the invalid or unenforceable provision will be deemed to be superseded by a valid, enforceable provision that most closely matches the intent of the original provision, and the remainder of these Terms shall continue in effect.

Contact
If you have any questions or concerns about material which appears on our Site, please call us on 01502712571.
If you have any questions or concerns about our Services, please get in contact with our pharmacy team who will try and resolve the issue without delay.
You can contact us in relation to the Site either by:

Logging into your account and sending us a message
Giving us a call on 01502712571 (9:00am to 6:00pm UK time on Monday to Friday and 9:00am to 5:00pm UK time on Saturday)
Address: Woodland Ave, Worlingham, Beccles NR34 7EF