Terms & conditions

1. The service

We provide a private clinical service: an online health consultation reviewed by a UK-registered independent prescriber and, where treatment is approved, the dispensing and delivery of medicines by our pharmacy, with ongoing clinical check-ins.

All medicines supplied through this service are prescription-only. Submitting a consultation, or paying, does not guarantee a prescription — the decision always rests with the prescriber. If treatment is declined you receive a full refund.

2. Eligibility and your responsibilities

To use the service you must:

• Be aged 18 or over and resident in the United Kingdom.
• Answer all consultation questions truthfully, completely and about yourself only.
• Upload genuine identification and photos of yourself.
• Use medicines only as directed, read the patient information leaflet, and report side effects promptly.
• Attend (complete) check-ins requested by the clinical team; we may pause resupply where check-ins are missed, for your safety.
• Not obtain the same or similar medicines from another provider at the same time.

3. Providing false information

Prescribing decisions rely on what you tell us. Providing false or misleading information (including inaccurate weight, height, identity or medical history) is dangerous, may invalidate the clinical decision, and will result in the service being withdrawn. We reserve the right to refuse service where we suspect information is untrue.

4. Orders, prices and payment

Prices shown at checkout include the clinical review, medicine, standard delivery and ongoing check-ins. Payment is taken when you place an order. If the prescriber declines treatment, or an item is unavailable, we refund the payment in full to the original payment method.

Dose changes change the monthly price, as published on our pricing page. We may change prices for future orders; we will never change the price of an order you have already placed.

5. Delivery

Medicines are dispatched after prescriber approval, normally the same or next working day, by tracked courier in plain packaging. Temperature-sensitive medicines are shipped in validated cold-chain packaging and should be refrigerated on arrival. Full details are in our delivery & returns policy.

6. Cancellations, returns and refunds

You may cancel a consultation or order at any point before the medicine is dispensed for a full refund. Because medicines cannot legally be resold once dispensed and dispatched, they cannot be returned for a refund — this is a statutory exception to the usual online-shopping cancellation rights. If your medicine arrives damaged or unusable, contact us and we will replace it at no cost. See our refund policy for detail.

7. Clinical safety

Our prescribers and pharmacists may contact you about your treatment; responding to safety queries is a condition of continued supply. The service is not for medical emergencies — if you are seriously unwell call 111, or 999 in an emergency.

8. Liability and general

Nothing in these terms limits liability for death or personal injury caused by negligence, or any liability that cannot be limited by law. We are not liable for losses caused by inaccurate information you provide.

These terms are governed by the law of England and Wales. Complaints are handled under our complaints procedure; you can also contact the GPhC.