Updated on 25/09/2024

e-Surgery Terms of use and Conditions of sale

These Terms of Use and Conditions of Sale (“Terms and Conditions”) govern the purchase of products and use of our Services (“Services”) through our website (“Website”, “Site”). They are important. Please read them carefully.

By continuing to use the Website and/or obtain any Services from the Website, you are confirming that you accept these Terms and Conditions and agree to comply with them. If you do not agree to these terms, please refrain from using our Website or placing any orders.

The Terms and the Services may be amended, modified, or updated at our sole discretion, without prior notice and without the need to provide a specific cause. Each time you access or use the Services, the version of the Terms in effect at that time will govern your use. We advise you to review these Terms prior to every use to ensure you are aware of and understand the applicable conditions.

About Us

e-Surgery is the trading name of Total Access Health Ltd., we are a company incorporated in England and Wales under company number 10681825 (“e-Surgery”, “we”, “us” or “our”). Our registered office address is: The Enterprise Centre, University of East Anglia, Norwich NR4 7TJ, and our primary trading address from which we operate is 42 Barnard Road, Norwich, Norfolk, NR5 9JB.

If you require any information or if you would like to make a complaint about our website or any of our Services, then please contact us at hello@e-Surgery.com.

Regulation and Professional Standards

At e-Surgery, we are committed to upholding the highest standards of safety, quality, and compliance across all our services. We are regulated by the following leading healthcare authorities:

General Pharmaceutical Council (GPhC): Under registration number 9012167. For more information, click here: https://www.pharmacyregulation.org/.

Care Quality Commission (CQC): Under 1-16457331818.. For more information, click here: https://www.cqc.org.uk/.

Our clinical services are regulated by both the GPhC and the CQC. Furthermore, all our prescribers are fully registered with the General Pharmaceutical Council (GPhC) or the General Medical Council (GMC). They adhere to the frameworks established by the Royal Pharmaceutical Society and the General Medical Council for prescribers.

You can access these professional conduct rules by visiting www.rpharms.com. Contact details for the General Medical Counsel are also available at www.gmc-uk.org.

Pharmacy Oversight

Our pharmacy is overseen by Justin Dicks, our superintendent pharmacist, who ensures compliance with all GPhC standards and best practices. Justin Dicks is registered with the GPhC under number 2038305.

How We May Use Your Personal Information

When you use our Services, you will need to provide us with certain personal information. This information is collected and used for the following purpose:

Identity Verification

Medical Review

Accessing NHS Summary Care Record

Order Fulfilment

Account Management

Payment Processing

Regulatory Compliance

Marketing (if opted-in)

We expect and require that the information you provide is true, accurate, and complete. This includes, but is not limited to, information about you, your medical conditions, associated medicines, and any other relevant health information.

You agree that you will provide truthful provide truthful and accurate information at all times, notify us immediately of any changes in the information you have provided, keep your information up to date.

You acknowledge and understand that our prescribers rely on the information you provide to make medical decisions, providing false, incomplete, or inaccurate information could potentially harm your health, and we will not be held liable for any decisions made or outcomes resulting from incorrect, incomplete, or false information you provide.

By using our service, you accept full responsibility for the accuracy and completeness of the information you provide and the potential consequences of providing inaccurate or false information.

By using our Services, you consent to the collection and use of your personal information for these purposes. For more detailed information on how we collect, use, process, and protect your personal data in compliance with applicable data protection laws, including payment information, please refer to our Privacy Policy.

Identity Verification

To comply with legal and regulatory requirements for the sale of prescription medication online, we verify your identity and age (18 years or older). This verification ensures that we only provide medications to individuals who meet the legal age requirement, and that we are not providing medication to minors.

We use third-party verification partners to run checks against public and private databases, such as, but not limited to, the electoral roll. The information shared for this purpose includes your name, date of birth, and address, and is transmitted in a secure manner in compliance with data protection laws.

If these automatic checks fail, we will notify you via email and request additional documentation, such as a copy of your passport or driver's license.

Placing an Order

To purchase goods or services from us you will need to register on this website.

We only accept orders from persons aged 18 or over. By placing an order, you are confirming that you are in this age range.

The healthcare we provide is suitable for individuals residing in the United Kingdom, and it is your responsibility to ensure you understand all the information presented on our website. It is your responsibility to check that your medication order is accurate, and the shipping address is correct before completing the checkout process.

Procedure for cancelling subscriptions

To cancel any current subscriptions, please contact our customer service team by calling us on 01603 931 600, emailing us at hello@e-surgery.com, or talking to us on our live chat.

Contract Formation

A contract for the sale of products is established only when we send you an email confirming your order. This email will include the details of your order and serve as confirmation of the contract between you and us. Please review the order confirmation carefully and notify us by phone immediately if any errors are found.

Services

The Services we offer through our Website are governed by these Terms and Conditions. By creating an Account and accessing our platform, you agree that all services provided are subject to these terms.

Our Services include, but are not limited to:

Prescription and Non-Prescription Product Orders

Minor Health Services

Online Consultation Process

Intelligent Search

Customer Support

Account Management

Ongoing Care and Follow-Ups

Educational Resources

To utilise our Services, you must be at least 18 years of age. By using the Website and Services, you confirm that you meet this age requirement.

We take care to ensure that all information available on our Website about our services and any products mentioned is as accurate and up-to-date as possible. However, due to the evolving nature of our offerings and regulatory requirements, we cannot guarantee the completeness or accuracy of all information at all times. The content provided on this Website is for general informational purposes only and should not be used as a substitute for professional advice. For specific information regarding any product or service, we recommend consulting the relevant sources or contacting our Customer Support team for clarification.

Services Provided by Third Parties

We collaborate with independent clinicians who are fully registered with the General Pharmaceutical Council (GPhC) or the General Medical Council (GMC). These clinicians hold accredited qualifications as independent pharmacist prescribers or doctors and are responsible for reviewing remote consultations and issuing prescription medicine online where it is clinically appropriate. Each clinician is individually responsible for the prescriptions they issue, ensuring that you receive safe and appropriate care.

Order Fulfilment by Third Parties

To ensure a fast and reliable service, some of our orders are fulfilled by a third party - Day Lewis Pharmacy, an independent pharmacy chain that maintains the highest standards of pharmaceutical care and regulatory compliance.

Day Lewis Pharmacy is fully registered with the General Pharmaceutical Council (GPhC) and operates under strict regulatory oversight to ensure you receive safe and appropriate pharmaceutical services.

Day Lewis Pharmacy Registration Details:

• GPhC Registration Number: 1121767
• Registered Company: Day Lewis Plc (Company Number: 01202866)
• Superintendent Pharmacist: Rachna Chhatralia MRPharmS (GPhC Registration Number: 2045909)
• Registered Address: 2 Peterwood Way, Croydon, Surrey, CR0 4UQ

Contact Information:

• Email: customercare@daylewisplc.co.uk
• Address: Day Lewis House, 2 Peterwood Way, Croydon, Surrey, CR0 4UQ

Day Lewis Pharmacy's qualified pharmacists are responsible for dispensing prescription medicines and ensuring that all regulatory requirements are met. Each pharmacist operates under their individual professional registration and is accountable for the pharmaceutical services they provide, maintaining the same standards of care and safety that you would expect from any registered pharmacy.

Prescription, Non-Prescription and Digital Product Orders

When you place an order through our Website, a contract is formed at the time of order placement. Once submitted, you will receive a confirmation message acknowledging that we have received your order. We will begin processing your order after successful payment.

Non-prescription products fulfilled by us will be processed the same working day if placed before the daily same day dispatch cut off, and a message confirming the acceptance of your order will be sent. An online consultation is not required, and our warehouse team will fulfil the order.

For prescription-only medicines, additional clinical checks are required. After you submit your order and have passed the ID check, our qualified clinicians will review the health information you provided to assess whether the requested medication is clinically appropriate. If deemed appropriate, we will issue a prescription, which will be sent to our pharmacy for dispensing. Please note that we are not responsible for your prescriber. Your prescriber is responsible for issuing your prescription based on the information provided during the consultation. In some instances, your prescription order may be delayed due to issues such as failure to confirm your identity and age, the need for clinical queries to be clarified, or the unavailability of the requested item. If additional information is required, we will contact you via email. Your order will not proceed until you have responded, and failure to reply within 14 days may result in cancellation and a refund.

Physical non-prescription products fulfilled by third parties, such as blood tests, may be fulfilled the next working day.

Digital Products provided by third parties may be fulfilled the next working day.

Products are issued exclusively for personal use based on the information you provide during the personal consultation and checkout on the Website. You are required to carefully review all the information provided with your medication, including any patient information leaflets, and adhere to the instructions. Failure to do so is at your own risk. If you experience significant side effects from a prescribed medication, stop taking it immediately and seek advice from a healthcare professional. Our customer service team can connect you with a Pharmacist.

On some occasions, the services and medication you initially order may not be deemed the most appropriate for your condition by our clinical team. In such instances, our team may recommend an alternative treatment or medication. We will inform you of any necessary changes, explain how these changes impact the order (including any price differences), and confirm whether you wish to proceed with the revised treatment. Failure to respond to this suggested change within 14 days may result in your order being refunded.

Minor Health Services

We provide a range of digital health solutions and online pharmacy services. Our Website is designed to offer convenient, accessible healthcare options, including online consultations, prescription services, and health-related products. These services are for non-emergency health concerns. We are not equipped to handle medical emergencies or urgent care needs. In the case of an emergency, please call 999 or visit your nearest emergency department immediately.

When necessary, we collaborate with accredited third-party partners to provide additional services, such as:

Blood Tests

Specialist Consultations

Additionally, there may be instances where our clinical team determines that a specially formulated medication will be the most effective treatment for your condition. These unlicensed special treatments are produced by our licensed manufacturer under strict EU Good Manufacturing Practice (GMP) standards. You should always follow the instructions provided with such medications, and if you experience any issues, contact our clinical team for guidance.

Online Consultation Service

Our online consultation service enables you to request medications either through our Website or by calling our customer service team. This process is designed to provide quick and convenient access to prescription medicines for minor health issues. The consultation service is not a substitute for regular in-person check-ups with a General Practitioner (GP).

To utilise this service, you must: Be over 18 years of age, complete our online health questionnaire fully and accurately, Consent to the checking of your NHS GP Summary Care Record, be physically located in the United Kingdom at the time of the consultation.

Some medication can be requested for initiation whilst other medication requires proof that you have a formal diagnosis. Where possible, we will seek proof by checking your NHS record first.

Upon successful payment processing, our team will: Verify that you are over 18 years of age, have a qualified clinician review your medication request and the answers you provided in the health questionnaire, request any additional information needed to independently verify your suitability for the requested medication, if necessary.

If deemed appropriate by the clinician, a prescription will be issued. This prescription is for our internal use only.

Some consultations may be processed by our subsidiary, Total Access Medical Diagnosis, which holds a Care Quality Commission (CQC) license. Our clinicians reserve the right to refuse any prescription if they deem the medication clinically inappropriate based on your health information and medical history.

Fulfilment

Once your order has been approved, we will proceed with dispatching the product.

Orders placed before the same day dispatch cutoff time, which can be found on our deliveries page, will be processed on the same day. On rare occasions, orders placed with Tracked 48 or free shipment services may be processed the next working day, depending on availability and workload.

Intelligent Search

Our Website features an intelligent search function that uses natural language processing to match your search terms with relevant products. While we aim for the highest accuracy in providing suggestions, this tool is for convenience purposes only and should not be relied upon for medical decisions. Always consult with a healthcare professional for advice specific to your health and treatment needs.

Customer Support

You will receive email and text message updates regarding the status of your order throughout the fulfilment process. Our administrative team is available to assist you via email, live chat and phone call from 9 AM to 5 PM, Monday to Friday, excluding bank holidays.

For any queries about existing orders or the order process, you can reach us at hello@e-Surgery.com. While our team will respond to emails sent outside working hours as soon as possible, we aim to reply within 24 hours.

For any urgent queries about orders due to be dispatched that day please phone our customer service team directly.

Account Management

You can create and manage your account through our website. Your account dashboard allows you to view your order history, manage subscriptions, and update your personal details.

You are required to create a unique password for your account. For security, we recommend checking whether your email and password combination has been compromised using services like haveibeenpwned.com. You are responsible for maintaining the confidentiality of your password and account activity.

Ongoing Care and Follow-ups

To comply with General Pharmaceutical Council (GPhC) and Care Quality Commission (CQC) regulations, we may send follow-up communications after your order is processed. These communications may include details about medication direction instructions, your health condition, and feedback requests. Please note, this is not marketing material but information essential to your health and safety.

Educational Resources

We offer general health and wellness information on our website through our Blog and FAQs. This content is intended solely for educational purposes and should not be used as a substitute for professional medical advice, diagnosis, or treatment. Although we strive to keep our blog updated with health tips, product information, and wellness advice, it may not always reflect the most current clinical guidelines or recommendations. For personalized advice, please consult a healthcare professional.

Product Information and Handling

The images displayed on our Website are for illustrative purposes only.

The actual product you receive may vary in appearance. All products shown on our Website are subject to availability.

We have a legal duty to supply products in conformity with the contract. Products will be considered in conformity if, upon delivery, they meet the following criteria:

The medication itself is of satisfactory quality, free from defects, and suitable for its intended use, even if the outer packaging shows signs of transit wear.

They are fit for any specific purpose you have made known to us before purchase, provided it is reasonable for you to rely on our skill and judgment.

They match the description provided on our website or communicated during the consultation process.

We take reasonable measures to ensure that products are packaged securely for transit whilst considering convenience of being able to post the item through your letter box. Occasionally, the outer packaging of medication may show signs of handling during transit. In such cases, please note: The medication's inner packaging (e.g., blister pack, tube, gel container, or inhaler) remains intact and undamaged; the medication itself is unaffected and safe for use as prescribed.

You should inspect the product as soon as you receive it. If you notice it is damaged or defective, please contact us within 7 days at hello@e-Surgery.com or 01603 931 600.

By purchasing products from us, you acknowledge that the products supplied may have undergone manufacturer changes or updates based on the most current guidance from the manufacturer or relevant regulatory authorities. These changes may not always be reflected in the physical product packaging, labelling, or enclosed documentation. We will notify you during the consultation process if any such changes affect the medication you are purchasing and will provide an email outlining which batches are affected.

Please Note: Some medications may be de-blistered from their original packaging and repackaged by us to improve compliance or ease of use. This repackaging process may reduce the shelf life of the product. By agreeing to these Terms and Conditions, you acknowledge that you will not use any medication beyond its stated expiry date, and you accept responsibility for the proper use of the repackaged product.

Handling Temperature-Controlled Products

Non-Temperature Controlled Products:

These products do not require any special temperature control during storage or delivery. However, they must not be exposed to temperatures exceeding 30°C for a prolonged period of time. It is your responsibility to ensure that these products are stored appropriately after delivery.

Supply Chain Temperature Controlled Products:

These products require temperature control only until they leave the pharmacy. Once delivered, you are responsible for ensuring they are stored as per the instructions provided with the product. Failure to do so may affect the efficacy and safety of the medication.

Continuous Temperature Controlled Products:

These products require continuous temperature control throughout the entire supply chain, including delivery. We use specialized packaging and delivery methods to maintain the required conditions. Upon receipt, it is your responsibility to immediately store these products as instructed to maintain their integrity.

By purchasing temperature-controlled products from us, you agree to adhere to the storage and handling instructions provided with the product. Failure to comply with these instructions may compromise the safety and effectiveness of the medication. We will not be liable for any issues arising from improper storage or handling after the product has been delivered to you.

Changes to Orders and Rejection

Your Rights to Make Changes

Please make sure that you select the correct product and carefully review all details before placing your order. We will send you email notifications when your order is placed, shipped, and at other stages to confirm the product details. Please review these notifications carefully.

If you want to make any changes to your order, please contact us as soon as possible by phone call. If the requested change is possible, we will inform you of any adjustments that need to be made to the price, delivery timing, or other aspects of your order as a result of the change. We will ask you to confirm if you would like to proceed with these adjustments. If we are unable to accommodate the change or if you do not agree to the revised terms, you may choose to end the contract.

Please Note: Due to the personalised nature of prescription medications and in accordance with the UK Medicines and Healthcare products Regulatory Agency (MHRA) guidelines, once dispensed, they cannot be reused or returned for safety and regulatory reasons. Dispensed medications are considered non-returnable as they have been prescribed specifically for you and they are tailored specifically to your medical profile. If a prescription product is returned, it must be destroyed to ensure compliance with MHRA regulations and to maintain patient safety. Therefore, any changes or cancellations requested for orders involving prescription medications must be made before the medication is dispensed.

Our Rights to Reject Orders

We reserve the right to reject any order, even after it has been placed, for the following reasons:

Inability to verify your identity or age.

Suspected inaccuracies or fraudulent information.

Clinical reasons, such as a determination by our prescribers that the treatment is not suitable, or the frequency of supply is too high.

Failure to provide additional required health information in a timely manner.

Stock availability, operational difficulties, pricing or product description errors, or limitations related to delivery locations.

In the event that your order is rejected, we will notify you and provide a full refund.

Payment

Pricing

All prices displayed on our website are in pounds sterling (GBP) and include VAT, unless stated otherwise. While we strive to ensure that all pricing information is accurate, errors may occasionally occur. If you notice any discrepancies in the amount charged to your payment card, please contact us immediately so that we can resolve the issue.

Payment Processing

By providing your payment card details, you confirm that you are authorised to use the card and give permission for our payment service provider to charge the full amount for your order, including any associated delivery fees and additional charges that may arise under these terms and conditions. If you believe someone has used your account or payment details to make an order you must contact us as soon as possible.

Your order will be processed once payment has been successfully received. Payments can be made using the billing address and credit card details provided during checkout. We accept payment by any major credit or debit card.

For security purposes, we only store the last four digits of your payment card. All transactions are securely processed through third-party providers in compliance with applicable regulations. Depending on regulatory requirements, you may need to complete Secure Customer Authentication (SCA) during checkout. However, recurring or subsequent orders using the same payment details may not require SCA.

Delivery

Your medication will be dispensed and shipped to your delivery address. If size allows and you have chosen a delivery method which does not require a signature, the items will be put through your letterbox.

You have the right to cancel your order up until the point when your treatment is packed. Once the items leave our pharmacy and are handed over to the postal service, they are considered your property.

We offer the following delivery options:

Tracked 24 and Tracked 48 Services: These services do not require a signature. If the size allows, the items will be put through your letterbox. By placing an order using these delivery methods, you confirm that no children or pets can access delivered products left anywhere on your premises.

Special Delivery: Parcels may require a signature upon delivery.

If a delivery is not successful, it is your responsibility to reschedule delivery or collect your product from the delivery depot. If an uncollected item is left undelivered and finally sent back to us, we will attempt to contact you to arrange a redelivery, which may incur additional delivery charges.

Medication that is no longer wanted will be disposed of. We will not process a refund.

To ensure efficient delivery, our pharmacists may, at their discretion, combine orders from the same account and shipping address into one parcel.

Upon Receipt of Your Order

Carefully review all accompanying information, such as the Patient Dispensing Label, patient information leaflet, and any manufacturer’s guidelines. It is essential to follow these instructions for safe use of the medication. If you have any questions or do not fully understand the information, contact us or consult a healthcare professional before using the medication.

Delivery Timing and Delays

We strive to deliver your products promptly, and you will be informed if there are any delays. Occasionally, external factors such as postal service disruptions or adverse weather conditions may cause unexpected delays. In such cases where we have been informed, we will notify you at the earliest opportunity and take appropriate measures to minimise the impact and maintain a high standard of service.

If a significant delay in delivery is anticipated, we may offer you the option to refund your shipping or upgrade your delivery service at no additional cost to ensure timely receipt of your order.

Reporting Delivery Issues

If you have any issues with the delivery of your product, such as incorrect items or concerns about the product, please notify us within 7 days of receipt so we can assist you in resolving the matter.

Please Note: If the tracking details indicate that your item has been delivered and you contact us 14 days or more after the stated delivery date, we may be unable to provide assistance with your delivery issue.

Damaged Packaging

While we strive to ensure your medication arrives in perfect condition, external packaging may sometimes be damaged during transit (e.g., squished boxes). Please note that cosmetic damage to the packaging does not affect the integrity, safety, or efficacy of the medication inside. If you have any concerns regarding the condition of your medication, please contact us immediately.

Complaints Procedure

We are committed to providing the highest standard of service and addressing any concerns you may have in a prompt and professional manner. If you have a complaint regarding our services or products, please follow the procedure outlined below:

We encourage you to first contact our customer support team to discuss your issue. The best way to reach us is by email. Our agents are also available via live chat and by phone call. We aim to resolve any issues as quickly as possible through direct communication.

If your issue is not resolved through initial contact, or you prefer to file a formal complaint, please complete our Complaints Form available on our website. You can find the form under the “Resources” section. The form requires the following information:

Nature of your complaint (e.g., Medication, Shipping, Other).

Your email address for correspondence.

A detailed description of your complaint.

Any relevant order numbers or product details to help us better understand the issue.

Once you submit the Complaints Form, it will be directed to the appropriate line manager for review. We will acknowledge receipt of your complaint within 2 business days and begin investigating the issue. Our goal is to provide a full response or resolution within 7 days of receiving your complaint.

After reviewing your complaint, we will contact you with our findings and a proposed solution. If necessary, we may request additional information or clarification to fully understand the matter. Our aim is to reach a satisfactory resolution for all parties involved.

If you are not satisfied with our response or the resolution provided, you may request that your complaint be escalated to a senior manager for further review.

If you believe your complaint has not been adequately addressed after following our internal procedures, you have the following options:

Independent Advice: You may seek independent advice to explore your options further.

Legal Action: Please refer to the Governing Law and Jurisdiction section under General Provisions for more information on your legal rights and the applicable courts.

We strive to resolve complaints in a fair and efficient manner and are always here to listen to your feedback. Your satisfaction is important to us, and we appreciate your efforts in helping us improve our services.

Returns and Refunds

Refunds

If your order is rejected for any reason outlined in the Our Rights to Reject Orders subsection under the Changes to Orders and Rejection section, a full refund will be issued to the original payment method used. Refunds typically take 3-5 working days to be processed but can take up to 10 working days to be reflected in your bank account.

Refunds will be processed using the same payment gateway and to the same card originally used for the transaction. We are unable to process refunds to a different payment method.

For more detailed information on refund eligibility, conditions, and processing times, please refer to our Refund Policy.

For any inquiries or further assistance regarding refunds, please contact our customer service team.

Returns

Prescription items

As stated in the Changes to Orders and Rejection section under “Your Rights to Make Changes,”, once prescription or over-the-counter medications have been dispensed, they cannot be reused or returned in accordance with the UK Medicines and Healthcare products Regulatory Agency (MHRA) guidelines. Any returned medications must be destroyed to ensure patient safety and compliance with these regulations. For cancellations or changes to a prescription order, please refer to the Changes to Orders and Rejection section under “Your Rights to Make Changes,” and contact us before the medication is dispensed.

Please note: Returns cannot be accepted solely because you wanted a different brand. Order confirmations and shipment emails clearly state the product you selected. If you wish to change the product or request a specific brand, you must contact us before our prescribers approve the prescription and issue it. We may be able to make changes if the item has not yet been shipped, but this may incur a fee for issuing a new prescription.

Non-Medication Items

We accept returns for non-medication items under the following conditions:

Eligibility for Return:

Items are eligible for return if they are faulty, expired, damaged, not as described, or incorrect.

Condition of Returned Goods:

Items must be returned in their original condition, unused, with original packaging and labels intact.

Return Process:

You must notify us within 7 days of receiving the product by contacting us via email, providing a detailed explanation for the return along with your order number.

Contact our customer service team via email to obtain return authorisation before sending any items back.

We will provide you with the necessary instructions for returning the item.

Use a Recorded Delivery service for returns, as we cannot accept responsibility for items lost in the post.

Please Note: We are unable to reimburse you for the cost of returning the item to us if the item has been returned because you changed your mind. Upon receiving and inspecting the returned product, we will replace the item or issue a refund to the original payment method. If the card used for payment has expired, please contact us with your new card details to ensure proper refund processing.

Marketing Communications

When placing an order or creating an account on our Website, you may be asked whether you wish to receive marketing communications from us. This includes information about similar products, special offers, and promotions that may be of interest to you. By agreeing to receive marketing communications, you give your consent to be contacted via email or other provided contact methods.

You have the right to change your preferences regarding marketing communications at any time. If you no longer wish to receive such information from us, you can opt-out by:

Clicking the “unsubscribe” link at the bottom of any marketing email you receive from us.

Contacting us directly via email requesting to be removed from our marketing list.

We will only use your information to provide you with details about similar products that you might like. We will not share your information with third parties for marketing purposes without your explicit consent.

Opting out of marketing communications will not affect transactional communications related to your orders, account, or other services provided through our Website. You will continue to receive necessary service-related notifications and updates.

Our Liability to You

We do not exclude or limit our liability for:

Any fraudulent act or omission by us.

Death or personal injury caused by our negligence or breach of other legal obligations.

Subject to the above, we will not be liable for:

Any loss or damage that was not reasonably foreseeable to both parties at the time the contract was made.

Any loss to the customer’s business, trade, craft, or profession, including but not limited to loss of profit, loss of revenue, loss of anticipated savings, or any indirect or consequential loss.

We cannot be held liable for any damages caused by the failure to provide accurate and complete information at any stage, including during your health consultation. It is your responsibility to ensure that all information provided to us is true, accurate, and up-to-date.

Personal Use Only: Our products and services are provided solely for personal use. We do not supply products or services to businesses, and we are not liable for any losses incurred in a commercial or professional context.

We cannot be held liable for any damages resulting from:

Not following the advice and instructions provided to you by us.

Not informing your regular GP or not allowing us to inform your regular GP or other healthcare practitioners of the services provided to you by us.

Please note that our service is not intended to replace your regular GP or other healthcare professionals. By using our services, you agree to this and acknowledge the importance of ongoing communication with your primary healthcare providers.

We are not responsible for any delay or failure to comply with our obligations under these terms if the delay or failure arises from any cause that is beyond our reasonable control. This condition does not affect your statutory rights.

General Provisions

Assignment and Transfer of Rights

We reserve the right to transfer, assign, or delegate our rights and obligations under these Terms and Conditions to another party. You agree that we may transfer our rights and obligations without your further consent, provided that the transfer will not reduce your rights or increase your obligations under these Terms and Conditions.

Severability

If any provision of these Terms and Conditions is found to be unlawful, void, or unenforceable, that provision shall be deemed severable from the rest of the agreement and will not affect the validity and enforceability of the remaining provisions. The unenforceable provision shall be replaced with a valid, enforceable provision that most closely matches the intent of the original provision.

Waiver

Failure by us to enforce any provision of these Terms and Conditions shall not be deemed a waiver of our right to enforce such provision at a later date or any other provision of this agreement. Any waiver of a provision must be made in writing and signed by our authorized representative.

Entire Agreement

These Terms and Conditions, along with any documents or policies referred to within, constitute the entire agreement between you and us concerning your use of our Website and Services. They supersede all prior agreements, understandings, and arrangements between us, whether written or oral, relating to the subject matter of these Terms and Conditions.

Amendments

We reserve the right to amend or modify these Terms and Conditions at any time. Any changes will be effective immediately upon posting on our Website. Your continued use of our Services after any changes to these Terms and Conditions constitutes your acceptance of the new terms. We recommend that you review these Terms and Conditions periodically to stay informed of any updates.

Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. If you reside in Scotland or Northern Ireland, you may bring legal proceedings in the courts of your country of residence. We may also bring legal proceedings in the courts of your country of residence or any other relevant jurisdiction.

Communication

If we need to contact you regarding any aspect of these Terms and Conditions or your order, we will do so using the contact details you have provided to us, this could be via phone, email, or postal address. For the purposes of these Terms and Conditions, references to “writing” or “written” include electronic communications such as emails.

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