Terms of Sale

1. Introduction

The Wellness website is owned and operated by The Wellness Limited, a company incorporated in England and Wales with registered office at Unit 4, 10 Portman Square, London W1H 6AZ.

These Terms of Sale as well as those additional terms and conditions and policies referenced herein and/or available by hyperlink, affect your legal rights and obligations so please read them carefully. You agree to be bound by these Terms of Sale when you purchase products or services from us. If you do not agree to be bound by these Terms of Sale, do not purchase products or services from us.

We're at your disposal if you need any help or have any questions regarding our products and services. Simply drop an email to support@thewellnesslondon.com or give us a call on 020 3951 3429.

We reserve the right to update, change or replace any part of these Terms of Sale from time to time at our discretion. If we do so, the updated version will be effective as soon as it is accessible on our website. Please review these Terms of Sale before each order you place so that you are aware of any changes to them. Your continued use of The Wellness's products and/or services following the posting of any changes constitutes acceptance of those changes.

2. Other Applicable Terms

You should familiarise yourself with our Terms of Service, which apply to your use of our website, and our Privacy Policy which sets out the terms on which we handle the personal data you provide to us.

3. Compliance

As a healthcare service, we have to comply with a series of regulatory requirements, including the Health and Social Care Act 2008.

Our clinicians are all registered and regulated by relevant UK regulators including, but not limited to, the General Medical Council (GMC), the General Pharmaceutical Council (GPhC), and the Nursing and Midwifery Council. We use pharmacies registered with the General Pharmaceutical Council to carry out dispensing on our behalf.

We also work with partner pathology laboratories to analyse all blood samples. Our diagnostic laboratory testing partners are UKAS accredited.

4. ID Verification

If your treatment includes a prescription only medicine, we will verify your identity once your prescription has been approved by a member of our clinical team.

Our verification process will match your data to confirm that the information you have provided us is indeed correct. The data we use for verification includes:

• First name and last name
• Date of birth
• Address

If we are unable to verify your identity in this way, you will receive an email asking you to provide us with a copy of your passport, driver's licence, birth certificate or residence permit. These are all securely stored with The Wellness and are required in order to process your order if the initial verification fails.

5. Our Online Consultations

Some of our products and services require you to complete an online consultation. This includes a short questionnaire about your health and wellbeing that you take before receiving treatment. You must complete the online consultation truthfully and to the best of your knowledge. The online consultation should be completed by you, for you.

It is very important that if you are unsure of an answer, you check it with your regular healthcare provider, such as your GP. We and our partners, including our prescribers, will rely on your responses for the purposes of medical assessment and to determine if the treatment is suitable for you.

If you don't understand something in the questionnaire, please contact us and we'll give you any information you need.

You should always tell your GP about any treatment and medication we supply. We will give you the option of passing on your information to your GP during the online consultation process.

6. Registration

By signing up with The Wellness, you are creating an electronic patient record which will contain the following information:

• A record of these Terms of Sale and the Privacy Policy which you accepted
• Your personal details
• Your treatments, consultations and test results

You acknowledge and agree that we may archive your electronic patient records, including your personal information and treatments, for a minimum of 8 years following your last order or prescription.

If there are any changes in your medical condition (such as a new diagnosis or new medication), you are required to email clinic@thewellnesslondon.com to let us know. Any updates in your medical situation could affect your suitability for treatment.

You are responsible for maintaining the confidentiality of your account and password, and for restricting access to your computer to prevent unauthorised access to your account. Please contact us if you believe that someone has accessed your account without your permission.

You are responsible for providing us with your correct name, address, date of birth, email, telephone number, and, where relevant, GP details. Failure to do so may result in cancellation of your account.

7. Buying Products & Services

You must be at least 18 years of age to make any purchases on The Wellness, and you must be a resident in the United Kingdom. We deliver products only to addresses in the United Kingdom.

Non-prescription Products

If you order a product that is a non-prescription medicine, you may still need to take an online consultation. In some cases, you may not need to take an online consultation and you will be charged for the product after placing your order. All products are subject to availability. We will inform you as soon as possible if the products ordered are not available and we will refund you all sums paid.

Prescription-only Medicines

At the end of the online consultation, you may be given the option to show a preference for a treatment option. Our clinical team and licensed prescribers need to know about your condition, any medication you may currently be using, potential allergies, and anything else that can help them assess whether the treatment you've selected is the right one for you.

A member of our clinical team will review your responses and assess your suitability for treatment. We may contact you via email for additional information if necessary. If you fail to respond to a request for more information, we may reject your request for a treatment.

We aim to process your request within 24 hours.

If we decide that your selected treatment is not suitable for you, we will reject your prescription and you will be notified via email. You will also be informed of the reasons for this rejection. Please note, if your request for treatment is rejected, you will not be charged. We only charge for approved prescriptions.

Please note that professional codes of conduct and legal restrictions may limit the quantity and frequency of any product we and/or our partner pharmacy are permitted to supply to you.

Please note that for safety reasons, we do not accept returns of prescription medicines.

8. Blood Tests

All blood tests ordered through The Wellness consist of:

• Delivery of a blood sample kit ("Kit") produced by a third party laboratory that includes a pre-paid envelope for you to return the test in, as well as instructions on how to take a blood sample (for at-home tests)
• The test itself, which is carried out by a partner laboratory
• Preparation of a report containing your personalised results and benchmarks for healthy results against the metrics you have chosen to test against

The blood testing process itself is carried out by a partner laboratory engaged by us. We reserve the right to change the laboratory from time to time without notice.

If the sample you return cannot be tested (for example, if the sample has coagulated or been damaged), then we will send you a replacement kit at no further cost. If that sample also cannot be tested, then we will refund you the fee paid and advise that you visit your GP to perform the test.

As part of our blood testing service, The Wellness may offer you a consultation with a doctor to discuss your results further.

9. Book a Phone or Video Consultation

You can book a phone or video consultation at a date and time that suits you. We shall send you an email to confirm the date and time chosen. If you are unable to make the consultation, you can cancel and receive a full refund of the fee paid provided that you do so at least 24 hours before the start of your consultation.

For a variety of reasons, the clinician might need to cancel or postpone your consultation. If they do so and you are unable to arrange an alternative time or date that suits you, then we shall refund you the fee paid.

Your clinician will call you at the time and date selected. Please select a quiet and appropriate location for the consultation to take place.

We shall not be liable for any medical information we are unable to communicate to you if you are unable to access the consultation for any reason within your control, including your failure to use appropriate equipment or insufficient bandwidth, and we shall not be required to refund you in such circumstances.

10. Delivery of Your Products

We use registered delivery carriers in order to provide the best delivery service possible. Your delivery will be posted through the letterbox when possible and does not normally require a signature. It is your responsibility to ensure that nobody else can access the products delivered to you. Therefore, please be very careful if children or animals form part of your household.

There may be instances where your delivery is delayed due to circumstances out of our control. We cannot assume responsibility for these delays, but we will do everything we can to ensure that the best service is provided to you.

If your delivery has been delayed by more than 7 days, please contact us and we will issue a redelivery for your product(s) free of charge.

If your delivery has been delayed being dispatched by one of our providers for any reason, you are entitled to request to cancel the delivery and receive a full refund.

11. Returns, Cancellations, Refunds

Please note that for safety reasons, we do not accept returns of medical products, including prescription or non-prescription medicine. If you have unwanted medicine please take it to a local pharmacy for safe disposal.

As this is the case, we are unable to offer refunds for returned prescription treatments unless they fall under the below reasons.

In addition to your rights above you may return a product if it is damaged, defective, or if the wrong product has been sent to you. On some occasions we may require evidence such as a photo of damaged, defective, or wrongly received treatment.

You can cancel your order for prescription treatment up until the point it has been approved by a clinician.

For orders relating to non-medical products, you have 14 days to change your mind about the products beginning after the day you receive the products. This excludes sealed products which are not suitable for return due to health or hygiene reasons, unless these items were damaged or faulty when delivered to you or have been incorrectly delivered.

If the product, including medical products, is damaged or defective, or the wrong treatment has been sent, please let us know and we will either replace the product, or refund you the amount paid by you for the product in question.

If you are entitled to a refund, the price paid for the product will be refunded to you by the same method that you used to pay. Refunds will be made once the matter is settled between our customer care team and yourself. You should expect your refund to reach your bank within 4-5 working days of it being issued.

12. Use of the Products

You are responsible for checking that the medicine is the correct medicine prescribed by us and that such medicine is not damaged in any way. Do not consume any medicine which is not the medicine prescribed or which is damaged on arrival. Instead you should contact us and we shall resupply or refund you as set out above.

All product information is for educational purposes and we make no assurances or guarantees as to its completeness, accuracy, or whether it is up to date.

Always read all product packaging and labels carefully before use.

If you purchase medicine in advance, please always check 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.

In the event of a medical emergency, call a doctor or 999 immediately. All unused medication should be returned to your local pharmacy for safe disposal.

13. Cancellation by Us

We may cancel your order if:

• We have insufficient stock to deliver the products you have ordered
• We do not deliver to your delivery address
• We cannot obtain authorisation for your payment
• We cannot verify your identity and you have ordered a prescription-only medicine
• We cannot verify that you are aged 18 or over
• One or more of the products you ordered was listed at an incorrect price due to an error in typing or an error in the pricing information received by us from our suppliers

If we do cancel your order we will notify you by email and will refund you all sums paid within 30 days. We will not be obliged to offer any additional compensation for any disappointment suffered.

14. Our Responsibility to You

All of the content on The Wellness is to be considered general information and not intended to amount to medical advice. If you are seeking medical advice, you should contact a doctor or clinician and refrain from taking any action regarding your health based on the content of The Wellness. If you have any questions, please email support@thewellnesslondon.com and we will arrange for you to have a consultation with a clinician.

We cannot accept liability for any damages which result from:

• Your failure to provide (and continuously maintain) complete, truthful, and accurate information in your patient record, as well as in any online consultation you take with us and in any other information you give us.
• Your failure to follow advice given by The Wellness, or to pass on relevant information to your regular healthcare provider.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors, and for fraud or fraudulent misrepresentation.

You agree that our service does not replace your general healthcare provider.

15. Making a Complaint

If you are unhappy with any aspect of our service, we encourage you to get in touch with us so that we can resolve your concerns.

You can contact us by:

• Email: complaints@thewellnesslondon.com
• Phone: 020 3951 3429
• Post: The Wellness Limited, Unit 4, 10 Portman Square, London W1H 6AZ

We will acknowledge your complaint within 3 working days and aim to provide a full response within 20 working days.

16. General

If any provision of these Terms of Sale is held by a court of competent jurisdiction to be invalid or unenforceable, then such provision shall be construed, as nearly as possible, to reflect the intentions of the parties and all other provisions shall remain in full force and effect.

Our failure to exercise or enforce any right or provision of these Terms of Sale shall not constitute a waiver of such right or provision.

These Terms of Sale, the subject matter and formation, are governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.