Full Terms and Conditions

1. Introduction

1.1 These Terms of Sale set out the terms on which we supply prescription medicines and related products products dispensed pursuant to a prescription issued by a suitably qualified prescriber (“Prescription Products”), and non-prescription products, including supplements (“Supplements”) (together, the “Products”).

To comply with legal and professional obligations, we may also provide a clinical assessment and monitoring process to determine whether it is safe and appropriate to issue a prescription for Prescription Products (“Clinical Assessment”).

We may additionally make available optional support (for example, educational content, coaching and/or tracking tools) intended to help you use Prescription Products safely and effectively (“Support”). Support is provided at no additional charge and is ancillary to the supply of Prescription Products.

For the avoidance of doubt, you are purchasing Prescription Products (where prescribed) or Supplements (where ordered); Clinical Assessment is undertaken solely for prescribing safety and suitability; and Support (if accessed) does not constitute a standalone medical consultation service.

Supplements are not subject to prescription, do not require a Clinical Assessment, and are not part of any clinical treatment, prescribing service or medical care provided by us.

1.2 These Terms of Sale will apply to any contract between us for the supply of Products to you (where prescribed) and any ancillary Clinical Assessment and/or Support. Please read these Terms of Sale carefully and make sure that you understand them, before placing an order/request for Products.

Where applicable, your purchase will also be subject to our Refund Policy, available at https://health.chequp.com/policies/refund-policy

1.3 Please note that before we can proceed with Clinical Assessment and/or supply any Prescription Products, or process your order for Supplements, you will be asked to agree to these Terms of Sale in accordance with clause 3.3. If you refuse to accept these Terms of Sale, we will not be able to proceed with your request for Products.

1.4 We reserve the right to update 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. For the avoidance of doubt, the Terms of Sale which were in effect at the time that your contract becomes effective pursuant to clause 3.3 will apply throughout the duration of the contract.

2. Our information and contacting us

2.1 The CheqUp website is owned and operated by CheqUp Health Limited, a company registered in England and Wales under company number 12570252 whose registered and operational address is Turnpike House, Methuen Park, Chippenham, Wiltshire, SN14 0GF.

2.2 Contacting us:

a. If you wish to contact us for any other reason, including because you have any concerns or complaints, please do so by any of the following:

E-mail: [email protected].
 Writing: Turnpike House, Turnpike Business Park, Methuen Park, Chippenham, Wiltshire, SN14 0GF.

b. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you have provided to us. If we have to give you notice in writing, we will do so by e-mail or post to the address you have provided to us.

2.3 CheqUp Health Limited is fully accredited by the Care Quality Commission (registered with Care Quality Commission with number 1-17083303713). Our partner doctors are all registered with and regulated by the General Medical Council.

2.4 The prescribing of medicines through our website is carried out by CheqUp Health Limited (registered with Care Quality Commission with number 1-17083303713 where the registered manager is Aaron Arman). Our medications are dispensed by CheqUp Health Limited (regulated by the General Pharmaceutical Council with number 9012707).

3. How our service works

3.1 Registration on our website: Before you can request Products from us, you will first need to register an account on our website.

3.2 Health questionnaire: You will need to complete and submit an online health questionnaire in relation to Prescription Products. We will then, as an initial triage stage, review your responses and promptly confirm to you in writing whether your request is suitable to be forwarded to our prescribers to carry out a Clinical Assessment. The health questionnaire is necessary as it provides our prescribers with information to assess whether prescribing Prescription Products is safe and appropriate for you and, if so, which Prescription Product (if any) is appropriate to prescribe. You acknowledge that there is no guarantee that submitting the health questionnaire will result in a prescription being issued or Prescription Products being supplied.

3.3 Entering into the contract: Provided that we have accepted your application at the health questionnaire stage, you must then:

1. Pay the price shown on our website for the Products you are requesting (subject to prescription approval);

2. Provide us with a copy of your passport or driver’s licence and a current photograph of yourself in order that we can verify your identity and qualifying BMI (why do we ask for this?). We will ensure that any such identification documents are stored securely; and

3. Agree to these Terms of Sale. Once points (1)–(3) are completed, we will proceed with Clinical Assessment and forward your information to a prescriber for review. A contract for the supply of Prescription Products will only become effective when we confirm to you in writing that a prescriber has approved a prescription (if appropriate) and we accept your order by dispatching (or arranging dispatch of) the Prescription Products. If a prescription is not approved, we will not supply Prescription Products and will refund amounts paid in accordance with these Terms (including clause 7.4 where applicable).

For Supplements, no Clinical Assessment or prescription approval is required. A contract for the supply of Supplements is formed when we accept your order and dispatch the Supplements.

3.4 Our service is not intended for emergencies. If you consider that you are in an emergency, please call 999

4. Your responsibilities

4.1 The Clinical Assessment and the issuing of prescriptions for Prescription Products are provided through an online service and, subject to clause 2.2(b), our communications with you will be online or by telephone. Any prescribing decision (and any ongoing repeat prescribing) is based on the information you provide to us. In order that we can assess suitability and supply Prescription Products safely, it is imperative that you are truthful and honest at all times in your communications with us.

4.2 You must ensure that:

a) You are at least 18 years old.

b) You are resident in the United Kingdom and require delivery of the Products to an address in the United Kingdom. We will only supply Products to individuals who are resident in the United Kingdom.

c) You only request Products and, where applicable, complete any Clinical Assessment on behalf of yourself and not for anyone else.

d) All information and responses you provide to us are honest, complete and accurate in all respects and to the best of your knowledge.


e) If you are at all unsure about anything during the Clinical Assessment process or while using the Prescription Products (including any elements of the initial health questionnaire or any information/guidance provided by us), please contact us so that we can clarify this with you; alternatively, please contact your GP.

f) You co-operate with us in all matters relating to the Clinical Assessment and the safe supply of Products.

g) You tell your GP about any Prescription Products prescribed and supplied to you via our service. Please let us know if you would like us to inform them on your behalf.

h) You always read all Product packaging, instructions, directions and labels carefully before use. You are responsible for taking Products correctly. 

i) You will notify us as soon as possible if there are any changes in your medical condition where you are receiving Prescription Products. This is important as any such changes may affect whether it remains appropriate for Prescription Products to be prescribed and supplied to you. Such changes would include any new diagnosis, new medication and a substantial decrease in your body mass index (BMI) to a level below any threshold which would deem you unsuitable for continuing to receive Prescription Products.

j) You ensure no-one else receives Prescription Products upon delivery or has access to the Prescription Products.


k) You always check the expiry date on the packaging of any Products to ensure that they have not expired, and do not take or use any Products which are beyond their expiry date.


l) You are authorised to use the payment card used to pay for the Products (and delivery), including any recurring payments where a repeat supply arrangement applies.

m) You will: (1) check that the Prescription Products are the correct Prescription Products prescribed for you and that such Prescription Products are not damaged in any way; and (2) not consume any Prescription Products which are not the Prescription Products prescribed or which are damaged on arrival. Instead, you must contact us pursuant to clause 9.4.

n) You will provide a valid ID and current photo to enable our clinicians to complete your prescription. Read why we ask for this here

5. Prescription of products

5.1 The prescribing of medicines through our website is carried out by CheqUp Health Limited (registered with Care Quality Commission with number 1-17083303713). Our medications are dispensed by either CheqUp Health Limited (regulated by the General Pharmaceutical Council with number 9012707) or by CloudRx (regulated by the General Pharmaceutical Council with number 9011284). You can view our pharmacy terms and regulatory information by clicking here.

From time to time, it may be clinically appropriate for our prescribers to recommend or prescribe a medication for an “off-label” use. This means the medication is being used in a way that is not specifically included in the regulatory licence approved by the Medicines and Healthcare products Regulatory Agency (MHRA), but which is supported by clinical evidence and expert guidance. Our prescribers only consider such use when, in their professional judgment, it is in your best interest and aligned with accepted medical practice.

 5.2 The Prescription Products will be provided to you pursuant to a prescription. It may be the case that prescriptions will be issued on a repeat basis (Repeat Prescriptions). The extent, and/ or number, of Repeat Prescriptions issued by our doctors will be entirely at his or her discretion. 

5.3 We cannot dispense more Prescription Products than is permitted on any prescription. In that light, you will not be supplied with more than one Repeat Prescription every 28 days. Further to this, Repeat Prescriptions will only be supplied following receipt of payment pursuant to clause 7.3(b).

5.4 A Repeat Prescription will end if one of our prescribers considers that you should no longer be prescribed the Prescription Products (for example, if your BMI decreases to a level whereby continued prescribing is no longer clinically appropriate). In such circumstances, you confirm that you will: a. not consume any further Prescription Products; and b. dispose of such Prescription Products pursuant to clause 10.3(b).

 5.5 Without prejudice to our rights under clause 10.2, where a Prescription Product is out of stock or we are unable to fulfil a prescription, we will use reasonable endeavours to source alternative suitable medication, where applicable.

 5.6 Prescriptions issued through our service are valid for a period determined by the prescribing doctor and in accordance with UK pharmacy regulations. If a prescription expires before being dispensed, we will not be able to fulfil the order, and a new consultation may be required. It is your responsibility to ensure timely renewal of prescriptions where necessary.

5.7 Supplements are non-prescription products sold as retail goods. They are not medicines and are not intended to diagnose, treat, prevent or manage any medical condition. Supplements are not part of any Clinical Assessment or prescribing decision and are not subject to the same regulatory requirements as Prescription Products.

6. Clinical Assessment and Support

6.1 We will use reasonable care and skill in carrying out the Clinical Assessment and, where applicable, providing any Support, and we will supply Prescription Products (where prescribed) in accordance with applicable laws, regulations and professional standards.

6.2 Where we offer scheduled interactions as part of Clinical Assessment and/or Support (including appointments or calls with clinicians, health coaches and/or dieticians), these will be booked at dates and times that suit you, and we will confirm the date and time of any appointment by email.

6.3 If: a. you are unable to attend any appointment, you must let us know by email using the details set out at clause 2.2(a) at least 24 hours in advance of the start of the appointment; or b. any of our clinicians need to cancel or postpone an appointment then they will let you know by email or telephone, and we will seek to agree with you a revised date and time.

6.4 For the avoidance of doubt, we will not be liable to you if you are unable to access an appointment in respect of Clinical Assessment and/or Support for any reason within your reasonable control, including your failure to use appropriate equipment.

7. Prices and payment

7.1 The price displayed at checkout is the price for the Products (if prescribed) and delivery. Any Support is provided at no additional charge. Prices are inclusive of VAT where applicable. We take all reasonable care to ensure that prices shown on our website are correct. However, please see clause 7.2 for what happens if we discover a pricing error.

 7.2 It is always possible that, despite our best efforts, some Products may be incorrectly priced on our website. Where the correct price is less than our stated price at the relevant time, we will charge the lower amount. If the correct price is higher than the price stated to you, we will contact you for your instructions and we will only supply the Products at the higher price if you confirm you wish to proceed.

7.3 Repeat supply arrangements: Where repeat prescriptions are approved, Prescription Products may be supplied on a repeat basis and paid for by an initial payment and then recurring monthly payments in advance (a “repeat supply arrangement”).

You agree to:

a. make the initial payment as part of your request under clause 3.3; and b. authorise a recurring direct debit payment to be paid to us monthly in advance for further supplies of Prescription Products, unless and until cancelled in accordance with these Terms. For the avoidance of doubt, you: i. agree to authorise such a direct debit payment arrangement; and ii. accept responsibility for all recurring such charges.

7.4 If you fail to continue with your purchase after making payment (e.g. you don’t provide the required ID or photo verification) we reserve the right to charge a £5 cancellation admin fee.

7.5 Supplements are purchased as standalone products and are not part of any repeat supply arrangement unless explicitly stated at checkout.

8. Delivery

8.1 All Products will be delivered to you by registered parcel delivery service at the address provided by you at the time of ordering. Please follow any instructions provided by the relevant delivery personnel. Please be careful to ensure that others (including children and animals) do not access the delivered Products. 

8.2 The Products will be your responsibility and, you will own such Products, subject always to compliance with clause 7.3, from the time we deliver the Products to your address. 

8.3 If your package is lost or undelivered, please notify us within 5 working days so we can liaise with the courier. If a package is confirmed lost, we will offer a replacement at no additional charge.

We are not responsible for delivery delays caused by incorrect address details provided at checkout. If your package is returned due to incorrect address details, you may be required to cover the cost of redelivery.

8.4 It is the client’s responsibility to ensure they are able to receive the delivery at the address provided. If delivery is attempted and the client is not available to accept the parcel, or if the parcel is otherwise not collected within the courier’s specified timeframe, the medication may become unsuitable for use due to temperature sensitivity. Where an order is returned to us under these circumstances, we will not be able to offer a replacement or a refund.

A replacement can only be issued if the medication has remained within the acceptable temperature range and timeframe, which will be confirmed by our pharmacy before any decision is made.

This clause applies to Prescription Products only. The provisions of this clause relating to temperature sensitivity and non-returnability apply to Prescription Products. Supplements are not subject to the same restrictions unless expressly stated otherwise.

9. Cancellation and pausing repeat supply; defective, damaged or wrong Products

9.1 Once a prescription has been approved by a licensed healthcare professional, the order is final and cannot be cancelled or refunded. This is in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which excludes prescription medications from cancellation rights.

However, if the medication is defective, damaged, or not as described, you are entitled to a replacement or refund under the Consumer Rights Act 2015. If you receive a faulty product, please contact us immediately at [email protected] with photographic evidence.

9.2 You may pause or cancel your repeat supply arrangement at any time in My Account. Once you have paused or cancelled the repeat supply arrangement, you will no longer receive, nor be charged for, any further supplies of Prescription Products under that arrangement.

9.3 Returns Policy

For safety reasons, we do not accept returns of prescription medication once it has been dispensed. If you have any unwanted medication, please dispose of it safely or take it to a local pharmacy for proper disposal.

However, if you believe the medication you have received is faulty or defective, please refer to clause 9.4.

9.3A Supplements

The cancellation, return and refund restrictions set out in this clause apply to Prescription Products only. Supplements are subject to separate cancellation and return rights in accordance with applicable consumer law and our Refund Policy (available at https://health.chequp.com/policies/refund-policy).

9.4 Faulty, Damaged, or Incorrect Products
If you receive a medication that is faulty, damaged, or incorrect, you must contact us immediately upon receipt at [email protected]. We will require photographic evidence or other supporting information to assess the issue.

If we determine that the product may be faulty, you will need to return it to us for further investigation and quality control. Once received, we will liaise with the manufacturer to confirm the fault. If confirmed, we will provide you with a replacement product at no additional cost. Please note that it can take up to three weeks for the manufacturers to assess each case; if you need medication in the interim, you will need to purchase a new pen.

If a replacement is not possible, we will issue a refund to the original payment method for the relevant month’s subscription. In cases of damaged or incorrect items, we will arrange a replacement as soon as possible.

9.5 Perceived Ineffectiveness of Medication
Clause 9.4 applies only to products that are physically faulty, damaged, or incorrect. If you feel that the medication is not effective, this does not qualify as a defect. Weight loss medication requires adherence to prescribed dosage, lifestyle changes, and dietary recommendations.

If you have concerns about effectiveness, we encourage you to contact us or consult with our clinical team for further advice. In some cases, an alternative treatment may be more appropriate.

10. Termination

10.1 You may cancel your subscription at any time by providing written notice via My Account or email to [email protected]. However, if your cancellation is received after your monthly prescription has been processed, we will be unable to refund that month’s payment. To avoid unwanted charges, we recommend cancelling at least 5 working days before the next billing date. Termination of a repeat supply arrangement applies only to Prescription Products and does not affect any completed purchases of Supplements.

10.2 We can terminate this contract at any time by immediate notice to you in writing. Reasons for such termination may include: 

a) We withdraw the Products.


b) You fail to pay us in accordance with these Terms of Sale.

c) We decide at any time that it is not, or is no longer, clinically appropriate for Prescription Products to be prescribed and supplied to you.

d) You have breached any terms of these Terms of Sale.


e) Following any changes in relevant laws and/ or regulatory requirements.

f) There is insufficient stock to deliver the Products pursuant to a prescription and we are unable to source suitable alternatives pursuant to clause 5.5.


g) There has been a mistake with the pricing displayed for the Products.

10.3 Should this contract terminate during the term of a prescription or Repeat Prescription of Prescription Products, you confirm that you will:

a) not consume any further Prescription Products; and

b) dispose of such Prescription Products safely or take them to a pharmacy for safe disposal. We do not accept returns of Prescription Products pursuant to clause 9.3.

10.4 Notwithstanding clause 9.1 above, if you terminate the contract at any time pursuant to clause 10.1 prior to Prescription Products being dispensed to you for the first time under this contract then we may, in our absolute discretion, issue you with a full refund. If such Prescription Products have been dispensed then we will be unable to issue you with a refund. Similarly, if you terminate the contract at any time during a repeat supply arrangement, we will only refund you in respect of that month’s payment if we: (1) receive your termination notice; and (2) are able to instruct our pharmacy not to dispense the Prescription Products prior to that month’s prescription being dispensed to you.

10.5 Subject to clauses 3.4 and 10.6, if we end the contract at any time prior to Prescription Products being dispensed to you for the first time under this contract then we may, in our absolute discretion, issue you with a full refund. If such Prescription Products have been dispensed then we will be unable to issue you with a refund. Similarly, if we terminate the contract at any time during the course of the Treatment then we will only refund you in respect of that month’s subscription payment if we are able to instruct our pharmacy to not dispense the Prescription Products, prior to that month’s prescription of Prescription Products being dispensed to you.

10.6 If we end the contract for any of the reasons set out below: 

a) you do not make any payment to us when it is due and you still do not make payment within 2 days of us reminding you that payment is due;

b) you commit a material breach of the contract;

c) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to complete the Clinical Assessment and/or supply Products; or

d) you do not, within a reasonable time, allow us to deliver the Products and/or complete the Clinical Assessment (and any scheduled Support you have booked), then, in addition to the provisions of clause 10.5, we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

10.7

For the avoidance of doubt, if following termination of the contract for any reason you wish to request further Prescription Products, you will need to submit a new health questionnaire pursuant to clause 3.2 and go through the review process again.

If you wish to purchase Supplements following termination, you may place a new order through our website.

11. Liability

11.1 We will not accept any liability to you for damages, losses or otherwise which result from you not: (1) adhering to any of the above obligations set out in this clause 4; or (2) following the advice given by any of our in-house or partner doctors, health coaches or dieticians.

11.2 We are responsible for ensuring that our services are provided with reasonable care and skill. However, we are not liable for any loss or damage arising from:

a) Failure to follow medical advice provided by our clinicians.

b) Failure to disclose relevant health information in your questionnaire.

c) Misuse of prescribed medication outside of the recommended guidance.

This does not exclude our liability for death or personal injury caused by our negligence, fraud, or other statutory consumer rights under UK law.

11.3 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 fraud or fraudulent misrepresentation; and for breach of your legal rights in relation to the Products and for defective Products under the Consumer Protection Act 1987.(a)

12. How we use your personal information

12.1 We care about your privacy and only use your personal information in accordance with our privacy policy.

12.2 We will comply with all applicable requirements under all legislation and regulatory requirements in force from time to time which apply to us relating to the use of your personal data.

12.3 As a registered pharmacy regulated by the General Pharmaceutical Council (GPhC No. 9012563), we are required by law to retain patient data, including prescriptions and medical records, for a minimum of two years. During this period, we cannot delete your data upon request due to legal and regulatory obligations. However, after the required retention period, we will securely delete your data unless further retention is required by law. If you request data erasure, we will acknowledge your request and restrict processing of your data for non-essential purposes (e.g., marketing) while ensuring compliance with our legal obligations.

12.4 Subject Access Requests (SARs)

Under the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018, you have the right to request access to the personal data we hold about you.

How to Make a Request:

• To submit a Subject Access Request, please email [email protected] with “Subject Access Request” in the subject line.
• You will need to provide proof of identity to ensure data security.
• If your request is excessive, repetitive, or unfounded, we reserve the right to charge a reasonable administrative fee or refuse the request.
• Upon submitting a Subject Access Request (SAR), identity verification will be required to protect confidentiality before processing the request. Verification may be completed using one of the following methods:

• Providing a valid government-issued ID upon request.
• Submitting a letter dated within the last three months that includes your name and address (e.g., utility bill, bank statement).
• Answering a combination of security questions (e.g., passport digits, year of birth, or first line of the registered address). Such verification may be required via a phone call.

Once verification is successfully completed, the requested data will be provided in a secure format within 1 calendar month, in accordance with legal requirements. Please note that the processing timeframe will not begin until identity verification has been completed.

Limitations on Data Access:

• As a regulated healthcare provider, we are required to retain patient data for a minimum of two (2) years.
• If we are legally required to retain specific records, we may not be able to erase certain data immediately upon request.

Any deletion requests will be assessed in accordance with our regulatory obligations.

12.5 SMS and Email Marketing

Where you have explicitly consented (e.g. by ticking the relevant box at checkout), we may send you marketing communications via SMS and/or email, including information about our products, services, promotions or updates that we think may be of interest to you.

You can withdraw your consent at any time by following the instructions in our messages (e.g. replying STOP to an SMS or clicking “unsubscribe” in an email) or by contacting us at [email protected].

We will only send marketing communications where you have given your explicit permission, and in accordance with our Privacy Policy and applicable data protection laws.

13. General

13.1 We are not responsible for delays outside our control. If the supply of Products (and/or completion of the Clinical Assessment) is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.

13.2 We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We will tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract. 

13.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to obtain the agreement of any other person in order to end the contract or make any changes to these Terms of Sale. 

13.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the clauses of these Terms of Sale operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect. 

13.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these Terms of Sale, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. 

13.6 Which laws apply to this contract and where you may bring legal proceedings. These Terms of Sale are governed by English law and you can bring legal proceedings in respect of this contract in the English courts. If you live in Scotland you can bring legal proceedings in respect of this contract in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of this contract in either the Northern Irish or the English courts.

13.7 Interpretation a. A reference to a statute or statutory provision is a reference to it as amended or re-enacted. A reference to a statute or statutory provision includes all subordinate legislation made under that statute or statutory provision.
b. Any words following the terms including, include, in particular, for example or any similar expression shall be construed as illustrative and shall not limit the sense of the words, description, definition, phrase or term preceding those terms.
c. A reference to writing or written includes email.

14. Reliable System Availability

14.1 We aim to keep our systems available at all times and to keep any downtime to a minimum. When we need to carry out planned maintenance, we will try to do so at quieter times and will provide notice via our website’s status page and other appropriate channels. If an unexpected outage occurs, we will update customers promptly and work to restore service as quickly as we reasonably can.   

14.2 We aim to resolve service disruptions within the first 24 hours, and we will keep you updated on the progress – all updates can be found in real time in our status page here: https://chequp.statuspage.io/

14.3 In the event that service disruptions occur for longer than 24 hours, all affected customers will be notified via email with a full explanation on the issue and when to expect the service to be back on.      

14.4 In the event any appointments cannot occur due to service disruptions alternative methods will be found, such as phone calls or rescheduling of the appointments; No partial refunds are issued for service disruptions.

14.5 Third-party disruptions; In our status page we include the status of third party products which we use for our service, in the event any of these services are down, our customers are able to verify the status in our status page in real time. The third party products include Shopify, Zoom and Digital Ocean.

15. Refunds on delivery fees

15.1 Any delivery fees paid are non refundable once the parcel has been picked and packed at our warehouse; this process is automated and may take 15 to 30 min to occur after the customer places their order.

15.2 Pursuant to clause 9.1, once a prescription has been approved by a licensed healthcare professional, the order is final and cannot be cancelled or refunded.

16. Service expiry

Repeat supply and access to Support: If you end or cancel your repeat supply arrangement, you will no longer be able to order further Prescription Products under that arrangement. Any optional Support provided alongside repeat supply may also end when your repeat supply arrangement ends.