Terms of Sale

1. Introduction

The Wellness website is owned and operated by The London Wellness Clinic Ltd (Company No. 16098979), a company incorporated in England and Wales with registered office at 6 Eardley Crescent, London SW5 9JZ. In these Terms of Sale, "we", "us" and "our" mean that company, and "you" means the person purchasing products or services from us.

These Terms of Sale, as well as the additional terms, conditions and policies referenced in them 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 are at your disposal if you need any help or have any questions regarding our products and services. Simply email support@thewellnesslondon.com or call us 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. 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. Where these Terms of Sale and our Terms of Service both apply, they are intended to be read together; if there is any conflict in relation to a purchase, these Terms of Sale prevail.

3. Compliance

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

Our clinicians are all registered and regulated by the 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 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 matches your data to confirm that the information you have provided is 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 a copy of your passport, driver's licence, birth certificate or residence permit. These are 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, rely on your responses for the purposes of medical assessment and to determine whether the treatment is suitable for you.

If you do not understand something in the questionnaire, please contact us and we will 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 devices 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 have 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 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, together with the reasons for the rejection.

For prescription requests made through our online consultation service, we charge only once a prescription has been approved. This does not apply to booked consultation fees, which are payable for the clinical assessment itself and are not contingent on any prescription being issued (see Sections 9 and 12).

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 return envelope and 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 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 it has coagulated or been damaged), we will send you a replacement Kit at no further cost. If that sample also cannot be tested, 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. Consultations (In-Person, Phone and Video)

A consultation fee is payable for a clinical assessment by a registered clinician, whether that consultation takes place in person, by phone or by video. The fee pays for the clinician's time and professional assessment. It is not payment for any medication, prescription, treatment, or any particular outcome, and it is payable regardless of the clinical decision the clinician reaches.

You can book a consultation at a date and time that suits you, including, where available, on a same-day or short-notice basis. We will confirm the date, time and (where relevant) location by email or message. For phone and video consultations, your clinician will contact you at the time and date selected; please choose a quiet and appropriate location for the consultation to take place.

Once a consultation has taken place, the fee is non-refundable, subject to your statutory rights and to the cancellation terms in Section 15.

For a variety of reasons, the clinician may 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, we will refund the fee paid.

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. Partner Clinics and Locations

We operate from our own clinic and also work with a number of partner clinics across London. From time to time, and in particular for in-person and same-day appointments, we may arrange your consultation at one of our partner clinics rather than at our own premises. Where we do so, we will tell you the location when we confirm your appointment.

Clinicians at our partner clinics are registered with the relevant UK regulator and exercise their own independent professional judgment in the same way as our own clinicians. Where your appointment takes place at a partner clinic, these Terms of Sale continue to apply to your booking with us, including the provisions on clinical decisions, outcomes and fees.

Booking and paying for a consultation does not entitle you to attend at any particular location or premises. We may change the allocated clinic before your appointment where reasonably necessary, and will tell you if we do.

11. Allocation of Clinicians

We try to allocate a suitably registered clinician to your consultation. We cannot guarantee that you will see, or continue to see, any particular or named clinician, and the clinician allocated to you may change for operational or clinical reasons. A change of clinician does not entitle you to a refund where the consultation is provided.

12. Clinical Decisions, Outcomes and Refunds

All prescribing and treatment decisions rest solely with the treating clinician. They are made independently and in accordance with GMC guidance and the clinician's professional judgment. The clinician may decline to prescribe, issue, or continue any medication or treatment.

No consultation carries any guarantee, at the time of booking or at any other time, that a prescription, medication or treatment will be provided or continued. A decision not to prescribe or not to continue a treatment is a proper part of the service you have paid for. Dissatisfaction with a clinical decision is not a ground for a refund of the consultation fee.

Where we offer a satisfaction-based refund for remote GP telehealth appointments, that refund applies only to remote GP telehealth and relates only to the quality of the service experience. It does not apply to in-person consultations, and it never applies to dissatisfaction with a clinician's clinical decision (including a decision not to prescribe or not to continue a treatment).

Nothing in this Section limits your statutory rights under the Consumer Rights Act 2015, or our liability where it cannot lawfully be limited (see Section 26).

13. Continuation of Treatment Started Elsewhere

Where you are already taking medication prescribed by another provider, including a provider outside the United Kingdom, any continuation of that medication is subject to a full clinical review and is never guaranteed. Our clinician may require your records, may decline to continue the treatment, and may recommend an alternative pathway. The consultation fee remains payable in all such cases, as it pays for the assessment rather than for continuation of the medication.

14. Specific Medicines, Monitoring and Results

Some treatments, including weight-management medication (such as GLP-1 medicines), testosterone and other regulated or controlled medicines, are subject to additional clinical, legal and monitoring requirements. Whether such a treatment is started, continued or stopped is a clinical decision for the treating clinician, who may require blood tests, ongoing reviews, or other monitoring as a condition of treatment, and who may decline or discontinue treatment at any time on clinical grounds.

We do not guarantee any particular health, weight, cosmetic or other outcome from any consultation, medicine or treatment. Results vary between individuals and depend on factors outside our control, including your own circumstances and adherence to advice. Any general information we provide about likely results is for guidance only and is not a promise of a specific outcome.

15. Cancellations, No-Shows and Consultation Refunds

Standard appointments. You can cancel or reschedule a booked consultation and receive a full refund of the fee paid, provided you do so at least 48 hours before the start of your consultation. Cancellations or reschedules made less than 48 hours before the consultation, and non-attendance ("no-shows"), are charged in full and are non-refundable.

Same-day and short-notice appointments. Where you book a consultation for the same day or at less than 48 hours' notice, the fee is non-refundable once the booking is confirmed, because the slot and clinician are reserved for you. This does not affect your statutory rights, or your right to a refund where we cancel (see Section 9).

In-person appointments. The same cancellation, no-show and refund terms above apply to in-person consultations, including those held at a partner clinic.

If you are entitled to a refund, the amount paid will be refunded by the same method you used to pay, and you should expect it to reach your account within 4–5 working days of it being issued.

16. Information from Non-Clinical Staff

Our administrative, reception and support staff cannot, and do not, confirm clinical suitability, prescribing decisions, or treatment outcomes. Any general information they provide about our clinicians' registration, experience or areas of practice is provided for general guidance only and is not a representation, promise or guarantee about the outcome of any individual consultation.

17. Communications and Informal Channels

We may communicate with you by email, telephone, text or messaging services (including WhatsApp) for administrative and booking purposes. Information provided through these channels, whether by clinical or non-clinical staff, is for general and administrative purposes only and does not constitute a clinical assessment, medical advice, diagnosis, or any guarantee of treatment. Clinical advice is given only during a consultation with a clinician.

18. Patient Conduct and Our Right to Refuse or Withdraw Service

We operate a zero-tolerance policy on abusive, threatening, harassing or discriminatory behaviour towards our staff, clinicians, partners or other patients. This includes behaviour during a consultation, on our premises or that of our partner clinics, by telephone, by message or in writing.

Where such behaviour occurs, we reserve the right to end the consultation, to refuse to provide or to withdraw current and future products and services, and to decline to enter into any further contract with you. Where a consultation has already been completed, no refund is due in these circumstances.

We further reserve the right to report such conduct to the police and/or to any relevant regulator, and to retain a record of the conduct on our files. This Section is intended to be read consistently with the corresponding conduct provisions of our Terms of Service.

19. Payment

Fees are payable at the time of booking or order, unless we tell you otherwise. Payments are processed by a third-party payment provider, and by paying you also agree to that provider's terms. Prices are shown at the point of sale and may change from time to time, but changes will not affect a booking or order you have already paid for. Where a price is shown in error, Section 23 applies.

20. 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 where possible and does not normally require a signature. It is your responsibility to ensure that nobody else can access the products delivered to you. 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 outside 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 of your product(s) free of charge. If your delivery has been delayed in being dispatched by one of our providers for any reason, you are entitled to request to cancel the delivery and receive a full refund.

21. Returns, Cancellations and Refunds (Products)

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. Accordingly, we are unable to offer refunds for returned prescription treatments unless they fall under the reasons below.

In addition to your statutory rights, 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 the 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, beginning the day after you receive the products. This excludes sealed products which are not suitable for return for health or hygiene reasons, unless those items were damaged or faulty when delivered or were incorrectly delivered.

If a product (including a medical product) is damaged or defective, or the wrong treatment has been sent, please let us know and we will either replace the product or refund the amount you paid for the product in question. Any refund will be made by the same method you used to pay, once the matter is settled between our customer care team and you, and should reach your bank within 4–5 working days of being issued.

22. Use of the Products

You are responsible for checking that the medicine is the correct medicine prescribed by us and that it is not damaged in any way. Do not consume any medicine which is not the medicine prescribed, or which is damaged on arrival. Instead, contact us and we will 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 is 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.

23. 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 a typing error or an error in the pricing information received from our suppliers

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

24. Chargebacks

Where we have lawfully provided a service or product to you, including a consultation that has taken place, initiating a chargeback or payment dispute in respect of that service or product, rather than using the refund and complaints processes in these Terms, is a breach of these Terms. In those circumstances we reserve the right to contest the chargeback, to provide our records to the payment provider, and to recover from you any reasonable costs and charges we incur as a result. Nothing in this Section affects your genuine statutory rights or your right to dispute a payment you did not authorise.

25. Acceptance of These Terms and Record of Acceptance

By completing a booking or placing an order, you confirm that you have read and accepted the version of these Terms of Sale in force at that time. To maintain an accurate record, our booking and checkout systems record the version of these Terms accepted, together with the date, time and IP address at the moment of acceptance. We may produce that record where needed to confirm the terms you agreed to.

26. Our Responsibility to You and Limitation of Liability

All of the content on The Wellness is to be considered general information and is 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 team@thewellnesslondon.com and we will arrange for you to have a consultation with a clinician.

Our service to you is the provision of a clinical assessment by a registered clinician. We are not responsible for travel, parking, accommodation, loss of earnings, or other indirect or consequential costs incurred in attending an appointment, or arising from a clinician's decision (including a decision not to prescribe or not to continue a treatment).

We cannot accept liability for any damage which results from:

• Your failure to provide (and continuously maintain) complete, truthful and accurate information in your patient record, 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.

You agree to reimburse us for any reasonable losses, costs or liabilities we suffer that are caused by your breach of these Terms or by false or incomplete information you provide to us.

Subject to the paragraph below, and except for our liability for the service being performed with reasonable care and skill, our total liability to you in connection with any product or service is limited to the amount you paid for that product or service.

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, for breach of the statutory terms implied by the Consumer Rights Act 2015 that cannot be excluded, and for fraud or fraudulent misrepresentation. Your statutory rights as a consumer are not affected by these Terms.

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

27. Events Outside Our Control

We are not responsible for any failure or delay in performing our obligations that is caused by events outside our reasonable control, including illness or unavailability of a clinician, failures of partner clinics, laboratories, pharmacies, couriers or payment providers, IT or communications failures, industrial action, severe weather, public health measures, or other events of a similar nature. Where such an event affects your booking or order, we will contact you and, if appropriate, offer you an alternative appointment or a refund of the fee paid for the affected service.

28. 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

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

29. General

These Terms of Sale, together with our Terms of Service and Privacy Policy, form the entire agreement between you and us in relation to your purchase and supersede any previous arrangement, understanding or representation, except for any fraudulent misrepresentation.

We may transfer our rights and obligations under these Terms to another organisation, but this will not affect your rights under these Terms. You may not transfer your rights or obligations under these Terms to anyone else without our written consent.

These Terms are between you and us. No other person has any right to enforce any of these Terms, except that our partner clinics and clinicians may rely on the provisions of these Terms that are expressed to protect them.

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, their subject matter and their 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 a resident of Scotland you may also bring proceedings in Scotland.