Last Updated: 05 August 2024

Introduction to Our Terms

1.1. Welcome to our website (referred to as the “Website”). These Terms and Conditions, along with any documents they expressly incorporate by reference, govern your access to and use of the website, both as a visitor and as a registered user.

1.2. By accessing or using the website, you agree to be bound by these Terms. If you do not accept these Terms in full, you must not use the website.

1.3. It is advisable to print or save a copy of these Terms for your records.

About Us

2.1. The Website is operated by The Family Health Group Ltd (“we”, “our”, or “us”), a company incorporated in England and Wales with registration number 14982976. Our registered office is at St Peters House, Suite 2, Silverwell Street, Bolton, England, BL1 1PP.

2.2. Should you have any questions or need assistance, please email us at: [email protected].

2.3. Our medical team is composed of clinicians registered in the UK with the General Pharmaceutical Council, each holding accredited qualifications as independent prescriber pharmacists.

2.4. The Pharmacy associated with our services is based at the same address as our registered office and is registered with the General Pharmaceutical Council under number 9012230.

Additional Terms That May Apply

3.1. Our Privacy Policy applies to your use of the website and describes how we handle personal data you provide to us or that we collect.

3.2. Should you purchase medicine or other products through our website, the Terms of Sale will govern those transactions.

Amendments to These Terms

We may modify these Terms from time to time. Each time you intend to use our website, please review these Terms to ensure you understand the conditions that apply at that time.

Changes to Our Website

We may periodically update our website to better serve our users or to reflect new regulatory requirements, changes in our product offerings, or adjustments in our business focus.

Website Availability

6.1. Access to our website is granted on a temporary basis, free of charge. While we strive to ensure constant availability, we cannot guarantee uninterrupted access. We may need to suspend, withdraw, or restrict access to the website or parts of it from time to time due to operational needs. When possible, we will provide advance notice of any significant changes. If you need to contact us for any reason during any down periods email us at [email protected]

6.2. You are responsible for ensuring that all individuals accessing our website via your internet connection are aware of these Terms and comply with them.

Website Use Restrictions

7.1. Our website is primarily intended for users in the UK. We do not claim that the website or its content is suitable for use in other locations.

7.2. To use our website and order products, you must be at least 18 years old.

7.3. Your user ID, password, or any other security information must be kept confidential. We may disable any user identification code or password at our discretion if you have not complied with these Terms.

7.4. Notify us immediately at [email protected] if you suspect that anyone else knows your security details.

User Registration

8.1. To order products or medications from our website, registration is required. You must ensure the accuracy and completeness of all information provided and promptly update us with any changes.

8.2. We reserve the right to refuse registration to anyone for any reason.

Provision of Services

9.1. You must be registered on our website to request services or order products.

9.2. Prescription requests are subject to an online consultation based on completed questionnaires and additional clinician inquiries if necessary.

9.3. Our clinicians will review your information to confirm if the requested treatment is suitable for you.

9.4. Clinician responses to questionnaire submissions typically occur within 24 hours. Any submissions received after 6pm Thursday will be treated as being submitted on a Monday. Submissions placed on a Bank holiday or other Public Holiday will be treated as being placed on the next working day The service cannot be cancelled after approval for prescription medications as per our Terms of Sale.

9.5. Non-prescription products can be ordered directly and are charged upon placement of the order.

9.6. Prescriptions, once approved, will be fulfilled by our Pharmacy according to the Terms of Sale.

9.7. Should further information be required for your order, you will be contacted. You must respond within 4 weeks; otherwise, your order will be cancelled, and you will not be charged.

9.8. We must adhere to professional and legal guidelines when supplying medications, which may restrict quantities.

9.9. Please communicate with clinicians via email to [email protected].

9.10. We may decline orders for any reason. If we cannot fulfil your order, we will inform you.

9.11. By using our website, you consent to the creation of an online patient record. This record will include Terms, Privacy Policy, communications, personal details, and order history. These records are retained for a minimum of 8 years after the last consultation, as detailed in our Privacy Policy.

9.12. By asking us to inform your GP you are confirming that you consent to the transfer of your data by email to the GP service you specify.

9.13. Use of our website must follow our Acceptable Use Policy detailed in section 13.

Intellectual Property Rights

10.1. We own or license all intellectual property on our website. This includes text, graphics, logos, images, and software. All these are legally protected.

10.2. You may download or print a copy of any part of the website for personal use only and can inform others about content on our website.

10.3. You must not alter any materials downloaded or printed from the website. This includes separating graphics from accompanying text.

10.4. You must always acknowledge our status (and that of any identified contributors) as the authors of content on our website.

10.5. If you use any part of our website for commercial purposes without obtaining a license from us, you must cease that use immediately and, if requested, return or destroy any copies of the materials you have made.

Medical Information

11.1. Information on our website is not a replacement for professional medical advice.

11.2. The product information is for educational purposes only. Always seek the advice of your regular healthcare provider for any medical concerns or before starting any new treatment.

11.3. Links to other websites are for your convenience only. Whilst we do our best to ensure that all information on external sites is accurate, we are not responsible for any inaccuracies

11.4. User-generated content, such as reviews, are not endorsed by us. If you have a complaint about user content, please reach out to [email protected].

Our Liability to You

12.1. We do not exclude our liability for matters that cannot be excluded under UK law, including death or personal injury due to our negligence.

12.2. Any liability arising from the purchase of products is covered under the Terms of Sale.

12.3. Our website is for personal use only, and we will not be liable for business losses like lost profits or business interruption.

12.4. We are not liable for indirect losses that occur as a side effect of the main loss or damage.

12.5. In the event that our website causes damage to your device or digital content due to our failure to use reasonable care and skill, we will either repair the damage or compensate you.

Acceptable Use of Our Website

13.1. When interacting with our website, you must be truthful and responsible. Ensure your contributions are accurate and lawful.

13.2. You acknowledge that our advice is supplementary to your primary healthcare provision and should inform your primary healthcare provider about treatments received through our service.

13.3. Your interactions with our website, including completion of any questionnaires, must be honest and complete to ensure safe and appropriate service.

13.4. You must not register or complete questionnaires for anyone other than yourself.

13.5. If you are unclear about any aspect of our service or the advice provided, consult with your regular healthcare provider.

13.6. Upon receipt of any medication, it’s your duty to verify it matches the prescription provided and is undamaged. Contact us immediately if there are any issues.

13.7. Always read and follow the instructions on medication packaging. Ensure that any medicines received are not consumed after their expiry date.

13.8. Safeguard any medications delivered to you and ensure they are not accessible to others.

Security and Offences

14.1. We cannot guarantee that our website will be free from bugs or viruses; you are responsible for using your own virus protection software.

14.2. Misusing our website by introducing viruses or attempting unauthorized access is strictly prohibited and may be a criminal offence under the Computer Misuse Act 1990.

Linking to Our Website

15.1. You may link to our homepage as long as it’s fair and legal and does not damage our reputation.

15.2. Our website must not be framed on any other site, and you should only link to our homepage.

15.3. For any use of material from our website not covered above, direct your request to [email protected].

Trademark Information

The “Happen”, “Get Happen”, and “Make It Happen” names and logos are trademarks of The Family Health Group Ltd. Unauthorized use of these trademarks is not permitted.

Governing Law and Jurisdiction

17.1. For consumers, these Terms are governed by English law. You may bring legal proceedings in England and Wales, or in your home jurisdiction if you are a resident of Northern Ireland or Scotland.

17.2. If you’re a business, English law applies, and disputes are subject to the exclusive jurisdiction of the English and Welsh courts.

General Provisions

18.1. These Terms, and any documents they reference, constitute the entire agreement between us regarding our website.

18.2. We may transfer our rights and obligations under these Terms to another entity, but this will not affect your rights or our obligations.

18.3. If any provision of these Terms is deemed unenforceable, the enforceability of any other part of these Terms will not be affected.

If you have any concerns or questions about the material on our website, please contact us at [email protected].