Terms of service

PRELIMINARY

These terms of service (these Terms) govern (a) your access to and use of the website at https://uk.medetone.com and all associated web pages, and (b) the supply to you of the goods and services made available through that website.

These Terms constitute a legally binding agreement. You are advised to read them in full, and to retain a copy for your records, before accessing the Site, registering an account, completing a Health Questionnaire or placing an Order.

By accessing or using the Site, registering an account, completing a Health Questionnaire, placing an Order, or otherwise signifying your assent, you agree to be bound by these Terms and by each of the documents incorporated by reference into them. If you do not accept these Terms, you must not use the Site. Acceptance must be personal: you may not accept these Terms on behalf of another person, and no other person may accept them on your behalf.

The Site is owned and operated by Medetone Ltd, a pharmacy registered with the General Pharmaceutical Council. Medetone Ltd is the sole entity responsible to you for the Site, for the clinical assessment and prescribing services offered through it, and for the supply of all medicines and other products ordered from it. Clause 2 sets out Medetone's particulars and regulatory registrations.

Non-contractual summary. The following summary is provided for convenience only, does not form part of these Terms, and does not qualify or limit any provision of them. Medetone Ltd is a UK-registered online pharmacy. Its pharmacist prescribers assess you, decide whether treatment is appropriate, and issue prescriptions; Medetone dispenses your medicine or arranges dispensing through a registered partner pharmacy; and Medetone runs the website, takes your payment and delivers your order. No other company is involved in your care through this Site.

1. DEFINITIONS AND INTERPRETATION

1.1 Definitions

In these Terms, the following expressions have the following meanings:

Clinical Services means the online clinical assessment of a patient, the issue of a prescription where clinically indicated, and the supply of prescription-only medicines, including without limitation the weight management service.

Confirmation Email has the meaning given in clause 6.2.

Content means any text, image, video, audio or other multimedia content, software, information or material displayed on, made available through, or submitted to the Site.

Cookie Policy means the policy published on the Site governing the use of cookies and similar technologies, as amended from time to time.

Group means Sibie Ltd and its subsidiaries from time to time.

Health Questionnaire means the online clinical questionnaire completed by you on the Site for the purpose of clinical assessment.

Medetone, we, us and our mean Medetone Ltd, whose particulars are set out in clause 2.

Order means an order for goods or services submitted by you through the Site.

P Medicine means a medicine classified as a pharmacy medicine under the Human Medicines Regulations 2012, which may be sold only by or under the supervision of a pharmacist.

Partner Pharmacy means a pharmacy, other than Medetone, which is registered with the General Pharmaceutical Council and which is engaged by Medetone under a written service agreement to dispense prescriptions generated through the Site.

Pharmacy Network means Medetone together with each Partner Pharmacy.

Prescriber means a healthcare professional engaged and supervised by Medetone who is lawfully authorised to prescribe in the United Kingdom, being either a pharmacist independent prescriber registered with the General Pharmaceutical Council or, where applicable to the service in question, a medical practitioner registered with the General Medical Council.

Privacy Policy means the policy published on the Site governing the processing of personal data, as amended from time to time.

Site means the website at https://uk.medetone.com and all associated web pages.

Unwanted Submission has the meaning given in clause 12.1.

you and your mean the person accessing or using the Site, or purchasing goods or services through it.

1.2 Interpretation

In these Terms, unless the context otherwise requires:

(a) a reference to a statute or statutory provision is a reference to it as amended, extended, re-enacted or replaced from time to time, and includes any subordinate legislation made under it;

(b) a reference to a document is a reference to that document as amended, varied or replaced from time to time;

(d) the expressions other, includes, including, in particular and for example do not limit the generality of any preceding words;

(e) a reference to writing or written includes email; and

(f) clause headings do not affect the interpretation of these Terms.

1.3 Incorporated documents

These Terms are to be read together with the Privacy Policy, the Cookie Policy, the Patient Consent referred to in clause 5.1(c), the delivery, refund and subscription policies published on the Site, and any product-specific, service-specific, safety or regulatory notice displayed on the Site. In the event of any conflict between these Terms and a product-specific or service-specific notice, that notice prevails in respect of the product or service to which it relates.

2. MEDETONE LTD

2.1 Particulars

(a) Medetone Ltd is a company incorporated in England and Wales under company number 15341351, whose registered office is at Ground Floor, 32 Galena Road, London W6 0LT, United Kingdom. Its VAT registration number is 461541015.

(b) Medetone is a distance-selling pharmacy registered with the General Pharmaceutical Council under registration number 9011933, operating an online prescribing service. Its registered pharmacy premises are at Ground Floor, 32 Galena Road, Hammersmith, London W6 0LT. That registration, and the registration of any pharmacist involved in your care, may be verified at https://www.pharmacyregulation.org/registers.

(d) Medetone may be contacted at info@medetone.com or by post at the address in clause 2.1(a).

2.2 Scope of responsibility

(a) Medetone is the sole entity responsible to you for every part of the service provided through the Site. Medetone operates the Site; engages, contracts with, trains and supervises all Prescribers; holds responsibility for clinical governance, clinical policy, clinical audit, clinical risk management, pharmacovigilance and adverse event reporting; dispenses medicines or arranges dispensing through the Pharmacy Network; sells P Medicines and other products; collects payment; and arranges delivery.

(b) Medetone is a private pharmacy. It does not provide National Health Service services through the Site and does not issue or dispense NHS prescriptions through it.

2.3 Prescribers

Clinical assessments and prescribing decisions are made exclusively by Prescribers. Medetone's Prescribers are principally pharmacist independent prescribers registered with the General Pharmaceutical Council. The name and registration number of the Prescriber who assessed you are recorded in your patient record and provided to you with your prescription.

2.4 Dispensing through the Pharmacy Network

(a) Prescriptions issued through the Site will ordinarily be dispensed by Medetone at its registered pharmacy premises. Medetone may, for reasons including stock, cold-chain logistics or demand, arrange for a prescription to be dispensed by a Partner Pharmacy, and you agree that your prescription may be filled by, and transferred between, pharmacies in the Pharmacy Network for that purpose.

(b) Each Partner Pharmacy is registered with the General Pharmaceutical Council and is separately accountable to that regulator in respect of its own dispensing activity. Where a Partner Pharmacy dispenses a medicine supplied to you, that Partner Pharmacy is responsible for the dispensing process, the final accuracy check and the correctness of supply.

(c) Medetone remains responsible at all times for the prescribing decision, for the engagement and supervision of Prescribers, and for the clinical governance of your care, whichever pharmacy dispenses.

(d) The identity of the pharmacy which dispensed your medicine is stated on the dispensing label, recorded in your patient record, and will be disclosed to you on request at any time.

2.5 Group relationship

Medetone is a subsidiary of Sibie Ltd. Other companies within the Group, including Rightangled Limited, operate other websites and services under their own terms. The Site is operated solely by Medetone.

3. ACCESS TO AND USE OF THE SITE

3.1 The Site is made available for your personal and non-commercial use only.

3.2 You are responsible for all costs incurred by you in accessing the Site, and for maintaining the confidentiality of your account credentials.

3.3 The Clinical Services are intended solely for patients located in the United Kingdom. Prescription-only medicines will not be supplied to any address outside the United Kingdom. Where you access the Site from outside the United Kingdom, you are responsible for compliance with the laws applicable in that jurisdiction, and you acknowledge that the importation of prescription medicines by post is unlawful in many jurisdictions.

3.4 We endeavour to make the Site accessible. Any difficulty in accessing the Site should be reported to info@medetone.com.

3.5 We may restrict, suspend or terminate your access to the Site where you are in breach of these Terms, where the Site or the services are misused, or where such action is necessary to protect patient safety, the security of the Site, or compliance with any legal or regulatory obligation.

4. ELIGIBILITY AND CAPACITY

4.1 The Site does not provide emergency or urgent medical care. Where urgent medical assistance is required, you must telephone 999, attend an accident and emergency department, or call NHS 111. You must not await a response from us.

4.2 You must be aged 18 or over to access the Clinical Services or to purchase any medicine through the Site.

4.3 Where it comes to our attention that you are aged under 18, or were aged under 18 at the time an Order was placed or a Health Questionnaire completed, we will (a) cease supply with immediate effect, (b) close or restrict your account, and (c) refund any sum paid in respect of goods not yet dispatched. Where necessary to protect your safety or the safety of another person, or where required by law or by our regulator, we may report the matter to the appropriate authority, proportionately and in accordance with our safeguarding policy and the Privacy Policy.

4.4 You warrant that you have the legal capacity to enter into a binding contract, and you must not use the Site to obtain medicines for or on behalf of any other person.

5. CLINICAL ASSESSMENT, PRESCRIBING AND PATIENT OBLIGATIONS

5.1 Assessment and prescribing

(a) Access to a Clinical Service requires the completion of a Health Questionnaire on the Site, which is reviewed by a Prescriber. You may additionally be required to provide further information, photographic evidence, evidence of identity, a recent measurement or test result, or to attend a telephone or video consultation.

(b) The Prescriber determines whether treatment is clinically appropriate and safe for you. A Prescriber may issue a prescription, request further information, recommend an alternative treatment, decline to prescribe, or refer you to your general practitioner or to another service. A decision not to prescribe is a clinical decision taken in your interests.

(c) The Clinical Services are delivered remotely. A Prescriber cannot physically examine you and relies on the information you provide. Before using the Clinical Services you will be asked to review and agree to an informed consent for remote consultation and online prescribing (the Patient Consent). Medetone provides the Clinical Services in accordance with the General Pharmaceutical Council's guidance for registered pharmacies providing pharmacy services at a distance, including on the internet, and its standards for pharmacy professionals.

(d) No treatment is guaranteed. The submission of an Order and the making of payment constitute a request for clinical assessment and, where clinically indicated, treatment. They do not constitute the purchase of any particular medicine, strength, dose or quantity. Not all persons will be suitable for treatment.

(e) Prescriptions are dispensed in accordance with clause 2.4.

5.2 Communication with your general practitioner

We consider it to be in your interests that your general practitioner be informed of your treatment, and your consent to such disclosure will be requested. Where consent is withheld, no such disclosure will be made, and the Prescriber will assume responsibility for your care and aftercare for so long as you remain a patient of this private service. You must disclose to us all medicines taken by you, including those prescribed by your general practitioner or obtained without prescription.

5.3 Continuing suitability

Certain treatments require continuing clinical review. Medetone may require updated information from you, including as to weight, measurements, adverse effects experienced, or changes to your health or medication, as a condition of continued supply. Medetone may suspend, vary or discontinue your treatment where its continuation would not be clinically appropriate or safe.

5.4 Your obligations

(a) You warrant that you will complete each Health Questionnaire, consultation and follow-up truthfully, accurately and completely to the best of your knowledge, and that you will disclose all information relevant to your health, your medication and your medical history.

(b) The provision of false, incomplete or misleading information may give rise to a serious risk to your health. Where you have provided such information, we may cancel any Order, discontinue treatment, close your account and decline future supply, and no reliance may be placed upon any clinical assessment conducted on the basis of that information.

5.5 Health information published on the Site

Information published on the Site, including blog and help centre content, is general information only. It does not constitute personal medical advice and is not a substitute for assessment by a qualified healthcare professional.

6. ORDERS AND FORMATION OF CONTRACT

6.1 An Order is placed by completing the checkout process on the Site. Receipt of an Order will be acknowledged by email. Such acknowledgement does not constitute acceptance of the Order.

6.2 A binding contract is formed only upon our sending you an email confirming that the Order has been accepted (the Confirmation Email).

6.3 We may decline any Order. Grounds for declining an Order include: failure to authorise payment; your ineligibility to purchase; a decision by the Prescriber to decline to prescribe or to refer you elsewhere; a decision by a pharmacist that the sale of a Medicine is inappropriate; an Order for a quantity considered clinically or legally inappropriate within a given period; failure to complete identity or age verification; unavailability of the product; and error in the stated price or description.

6.4 Where a prescribed medicine is unavailable, the Prescriber may offer a clinically equivalent alternative. Any such substitution constitutes a clinical decision. You may decline the alternative, in which case we will refund you or hold the Order, and will notify you of the period for which the alternative remains available.

6.5 Product packaging may differ from the images displayed on the Site. Not all medicines are dispensed in child-resistant packaging; you must store all medicines safely and out of the reach of children.

6.6 P Medicines

P Medicines may be sold only under the supervision of a pharmacist. When you order a P Medicine you may be asked questions to confirm its suitability, and a pharmacist may decline the sale, limit the quantity, or recommend an alternative where that is in your interests. Certain medicines are subject to quantity limits set by law or by our pharmacists, and Orders exceeding them will be refused.

6.7 Booked consultations

Where a service comprises a consultation with a Prescriber booked and paid for as a discrete appointment:

(a) a booking confirmation will be issued to you;

(b) the appointment may be rescheduled at any time up to 2 hours before the scheduled start time;

(d) where you cancel within 24 hours of the scheduled start time, fail to attend, or attend so late that the appointment cannot proceed, the consultation fee remains payable and a further appointment must be booked;

(e) where the connection fails by reason of a fault attributable to us, the appointment will be rescheduled at no further cost; where it fails by reason of your device or internet connection and cannot be re-established, the fee may remain payable; and

(f) you may terminate the consultation at any time, but the fee remains payable.

This clause 6.7 applies only to services comprising a booked and separately chargeable consultation appointment. It does not apply to asynchronous assessment conducted by means of a Health Questionnaire.

7. CHARGES AND PAYMENT

7.1 Prices are as displayed on the Site and are inclusive of value added tax where applicable. Delivery charges, where payable, are displayed before payment is taken.

7.2 The price payable in respect of a Clinical Service comprises the clinical assessment, the prescription where issued, the medicine, dispensing and delivery, as described on the relevant product page, save where the service is charged as separate subscriptions under clause 10.

7.3 Payment may be made by Visa, Mastercard or American Express, or by such digital wallets as are offered at checkout.

7.4 Your payment method will be charged upon acceptance and dispatch of the Order or, in the case of a booked consultation, upon booking.

7.5 All card payments are subject to authorisation by your card issuer. Where your card issuer provides updated card details to us or our payment processor on expiry of your card, we may use those details for future charges; if you do not wish this, you should contact your card issuer.

7.6 Where a currency other than pounds sterling is displayed, the sterling price is the contractual price, and your card issuer's conversion rate and any charges levied by it will apply.

7.7 Payment is processed by means of encrypted, PCI-DSS compliant systems operated by our third-party payment processors. Full card details are not stored by us.

7.8 Where goods have been supplied to you and payment has not been received, payment falls due within 30 days of our demand.

7.9 Where we offer payment through a third-party consumer credit provider, that provider's terms govern your credit agreement, and that provider is authorised and regulated by the Financial Conduct Authority. Medetone is not a lender and does not provide credit. The availability of credit has no bearing on any clinical decision, and your Prescriber is not aware of your chosen payment method when assessing you.

8. DELIVERY AND RISK

8.1 Delivery is effected by Royal Mail, DPD, DHL or such other carrier as is stated at checkout. Medicines requiring temperature-controlled handling are dispatched in insulated packaging.

8.2 The estimated delivery date is stated in the Confirmation Email. Where an event outside our reasonable control affects that estimate, a revised estimate will be provided.

8.3 Delivery occurs upon delivery of the goods to the address supplied by you. Risk in the goods passes to you upon delivery.

8.4 You may be required to produce photographic identification before or upon placing your order. Identity verification tools are used to confirm your identity and age. This is a requirement of patient safety and of law in respect of the supply of prescription-only medicines.

8.5 You may be required to confirm receipt of delivery.

8.6 Where we are unable to effect delivery within 30 days, we will notify you, cancel the Order and refund you in full, unless otherwise agreed with you.

9. CANCELLATION, RETURNS AND REFUNDS

9.1 Statutory rights

The Consumer Rights Act 2015 confers rights upon you, including that goods be of satisfactory quality, fit for purpose and as described, and that services be performed with reasonable care and skill. Nothing in these Terms operates to exclude, restrict or otherwise affect those rights.

9.2 Prescription medicines — cancellation before dispatch

You may cancel an Order for a prescription medicine at any time before the medicine has been processed or prescribed by notice to info@medetone.com. Upon such cancellation:

(a) where cancellation occurs before a Prescriber has commenced review of your case, you will be refunded in full; and

(b) where cancellation occurs after a Prescriber has commenced review of your case but before dispatch, we may retain a reasonable and proportionate sum (consultation fee) reflecting the clinical work actually performed, provided that the charge was disclosed to you before purchase. The balance will be refunded.

9.3 Prescription medicines — position after dispatch

(a) Regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provides that the right to cancel within 14 days does not apply to goods made to the consumer's specification or clearly personalised, or to goods liable to deteriorate or expire rapidly, and ceases to be available in respect of sealed goods which are not suitable for return by reason of health protection or hygiene once unsealed.

(b) Prescription medicines dispensed for you personally fall within those exceptions. Once dispensed and dispatched, a medicine cannot be accepted for return, reuse or resale, and no refund is available on grounds of change of mind. Returned medicines, including unopened packs, must be destroyed and cannot re-enter the supply chain.

(c) Clause 9.3(b) does not limit your rights in the event of defective or incorrect supply. Where a medicine supplied to you is faulty, damaged, incorrectly dispensed, not as described, supplied in error, or has not been maintained at the required temperature in transit, you should notify us and the matter will be investigated and an appropriate remedy provided, which may comprise replacement, an amended Order, a full or partial refund, or such other resolution as is appropriate. Where a medicine or device appears to be defective, the matter will additionally be reported to the manufacturer and, where required, to the Medicines and Healthcare products Regulatory Agency.

9.4 Cancellation of services

Where you have purchased a service which has not yet been performed, you may cancel it in accordance with clause 6.7, clause 9.2 or clause 10, as applicable.

9.5 Refunds

Refunds are made without undue delay and in any event within 14 days of the date on which we are notified of your cancellation or agree to make a refund, by the same means of payment as was used for the original transaction, and without charge to you.

10. SUBSCRIPTIONS AND REPEAT SUPPLY

10.1 General

(a) Certain products and services are purchased on an automatically renewing subscription basis. Before you subscribe we will state clearly that the contract renews automatically, the price and frequency of each renewal, the minimum term if any, the means of cancellation, and your cancellation and cooling-off rights.

(b) Your first renewal may be charged early to prevent any interruption in treatment. Subsequent renewal charges and shipments may be processed up to 2 days early to accommodate bank holidays or for operational reasons that support continuity of treatment.

(c) We will send you a reminder before each renewal where the law requires it, and in any event before any renewal following a minimum term or a change in price.

(d) You may cancel a subscription at any time, with effect from the end of the current subscription period, through your account, by email to info@medetone.com. Cancellation requires no more steps than subscription. To avoid being charged for the next period, you must cancel at least 2 working days before your next renewal date, calculated from your originally scheduled renewal date. We do not refund partially used subscription periods except where required by law or where we agree to do so in your particular case.

(e) We may offer you the ability to pause a subscription. If you do not cancel before the end of the pause period, charging will resume automatically, and we will remind you before it does.

(f) We may vary subscription plans and prices. Not less than 30 days' notice will be given before any variation takes effect at renewal, and you may cancel without charge before it does.

10.2 Repeat supply of prescription medicines

(a) Each repeat supply is conditional upon a Prescriber issuing a valid prescription in respect of that supply. A subscription does not constitute a standing entitlement to medication.

(b) Medetone will not effect a repeat supply where the Prescriber determines that continued supply is no longer clinically appropriate or safe, or where you have failed to provide information requested for the purposes of clinical review, and your subscription will be cancelled where the Prescriber determines that continued supply is no longer clinically necessary or appropriate.

(c) Where your payment method expires or a payment fails and updated details are not provided, the subscription will be cancelled. Where a medicine has been dispensed, dispatched and charged before that time, clause 9.3 applies.

10.3 Weight management service

(a) The weight management service is charged as two separate subscriptions: a Programme Membership, comprising the clinical care of a Prescriber (initial assessment, at least monthly check-ins, dose reviews as needed and unlimited care-team messaging) together with any Programme content and support identified on the Site; and, where a Prescriber issues a prescription, a Treatment Plan, comprising the recurring supply of the prescribed medicine. The Membership fee does not include the cost of any medicine.

(b) An active Programme Membership is required to be assessed for a prescription and to purchase or continue a Treatment Plan. A Treatment Plan is subject to clause 10.2.

(c) You may cancel your Programme Membership within 14 days of the day you subscribe. Where you have requested that the service begin within that period, you will be refunded the Membership fee less a proportionate amount for clinical services already provided, the price of which will have been disclosed to you in advance.

(d) Cancellation of a Treatment Plan is your instruction to Medetone to cancel your weight management prescription, and no undispatched medicine will be supplied after the cancellation date. Cancellation of a Treatment Plan does not cancel your Programme Membership. Cancellation of your Programme Membership automatically cancels any Treatment Plan.

(e) The service is not an insurance product. Medetone does not guarantee that the service, any Treatment Plan or any price will continue to be available.

11. ACCURACY AND AVAILABILITY OF THE SITE

11.1 Reasonable care is taken to keep the Site accurate and current. We do not warrant that the Site is free from error or that it will be available without interruption. We may suspend, withdraw or vary the Site or any part of it.

11.2 Content published on the Site is provided as general information concerning us, our products and our services. It does not constitute technical, financial or legal advice and, subject to clause 5.6, does not constitute personal medical advice.

11.3 The Site may contain links to third-party websites. Such websites are outside our control and we accept no responsibility for their content. The presence of a link does not constitute endorsement.

12. INFORMATION SUBMITTED TO THE SITE

12.1 While reasonable steps are taken to secure the Site, you should not submit to us patentable ideas, marketing suggestions, prototypes or other information which you regard as confidential or commercially valuable (each an Unwanted Submission). We are under no obligation to treat any Unwanted Submission as confidential and may use it without charge and without liability. This clause does not apply to your health information or other personal data, which are governed by clause 13 and the Privacy Policy.

12.2 Where you submit reviews, comments or feedback to the Site, you grant Medetone a non-exclusive, royalty-free licence to use, reproduce and display them for the purpose of operating, improving and promoting the Site, for so long as they remain on the Site and for a reasonable period thereafter. You are responsible for their content. No licence to your health information is granted by this clause.

12.3 In the event of a sale, restructuring or transfer of assets of Medetone or any part of the Group, or in preparation for any such event, information held about you may be transferred to the acquiring party. Any such transfer will be effected in compliance with data protection law, any transferee of the pharmacy business will be a pharmacy registered with the General Pharmaceutical Council, and your records will continue to be handled in accordance with the Privacy Policy and the professional obligations applicable to them.

13. DATA PROTECTION

13.1 The Privacy Policy sets out the personal data collected, the purposes for which and the legal bases on which it is processed, the recipients to whom it may be disclosed, the retention periods applied, your rights, and the means by which you may contact us or the Information Commissioner's Office.

13.2 Medetone Ltd (ICO registration ZB831588) is the controller in respect of all personal data collected through the Site, including account, Order, payment and delivery data and all health and clinical data — each Health Questionnaire, clinical assessment, prescribing record, dispensing record and patient record. Where a Partner Pharmacy dispenses a medicine supplied to you, that Partner Pharmacy is a controller in its own right in respect of the dispensing record it is required by law to maintain.

13.3 Special category data concerning your health is processed principally for the provision of health care and treatment pursuant to Article 9(2)(h) of the UK GDPR and Schedule 1 to the Data Protection Act 2018, and for compliance with the legal and regulatory obligations to which a registered pharmacy is subject. Your health information is additionally protected by the common law duty of confidence and by the standards of the General Pharmaceutical Council. Where processing is undertaken in reliance upon your consent, including disclosure to your general practitioner and direct marketing, consent will be sought separately and may be withdrawn at any time without prejudice to your care.

13.4 Your health data is not sold, and is not disclosed to any third party for that third party's own marketing purposes. Health data is disclosed only to: the Prescriber and pharmacy staff involved in your care; any Partner Pharmacy dispensing your medicine; processors engaged under written data processing agreements; your general practitioner where you have consented; and regulators, courts or public authorities where required by law or by professional obligation, including the reporting of suspected adverse drug reactions to the Medicines and Healthcare products Regulatory Agency.

13.5 Pharmacy and clinical records are retained for the periods required by law and by professional guidance, as set out in the Privacy Policy. Accordingly, your record may be retained after closure of your account. Your right of access to your records survives closure of your account.

13.6 Your rights of access, rectification, erasure, restriction of processing, portability and objection, and the means of exercising them, are set out in the Privacy Policy. Complaints concerning the processing of your personal data may be made to the Information Commissioner's Office at ico.org.uk.

13.7 The Site uses cookies and similar technologies as described in the Cookie Policy.

13.8 Marketing communications may be sent to you only where you have opted in, and you may withdraw that consent at any time. Marketing communications will not promote prescription-only medicines, in accordance with the Human Medicines Regulations 2012.

14. INTELLECTUAL PROPERTY

14.1 Medetone owns, or is licensed to use, the Site and all intellectual property rights subsisting in the Site and in the Content, save where otherwise stated.

14.2 You may view the Site and print or download extracts for your own personal and non-commercial use. You may not otherwise copy, reproduce, republish, adapt, distribute, or extract or re-utilise any part of the Site or the Content, nor create any database from it, nor use any trade mark of the Group, without our prior written consent.

14.3 You must not remove, obscure or seek to circumvent any proprietary notice or security technology contained in or applied to the Site.

14.4 Save as necessary to access and use the Site in accordance with these Terms, no rights in the Site are granted to you.

15. ACCEPTABLE USE AND SECURITY

15.1 You must not use or attempt to use the Site: for any unlawful, fraudulent or malicious purpose; in any manner that could damage, disable, overburden or impair any server or network; to interfere with any other person's use of the Site; to gain unauthorised access to any account, system or network; to reverse engineer, decompile or disassemble any part of the Site; to obtain medicines for any person other than yourself, or in a quantity or frequency that is clinically or legally inappropriate; or to use any automated channel in a manner it prohibits.

15.2 You must not upload content that is unlawful, harmful, threatening, abusive, defamatory, obscene or discriminatory; create a false identity or duplicate accounts; impersonate any person; upload malicious code; send unsolicited advertising; infringe any intellectual property right; probe or test the vulnerability of the Site; harvest information about other users; or use any robot, scraper or automated means to access or copy the Site.

15.3 You are prohibited from violating, or attempting to violate, the security of the Site. Violations may give rise to criminal and civil liability, including under the Computer Misuse Act 1990. We may investigate suspected violations and cooperate with law enforcement.

15.4 You must keep your account credentials confidential and log out at the end of each session. You must notify us immediately of any unauthorised use of your account. Persons with physical access to your devices may be able to access information about you, including health information, and you are responsible for securing your devices.

16. LIABILITY

16.1 Nothing in these Terms operates to exclude or limit any liability to the extent that such exclusion or limitation would be unlawful. In particular, no provision of these Terms excludes or limits liability for:

(a) death or personal injury caused by negligence, whether our own or that of our employees, agents or subcontractors;

(b) fraud or fraudulent misrepresentation;

(d) breach of the rights conferred upon you by the Consumer Rights Act 2015, the Consumer Protection Act 1987 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; or

(e) any other liability which may not lawfully be excluded or limited.

16.2 Subject always to clause 16.1, we are not liable for:

(a) loss which was not reasonably foreseeable by you and by us at the time the contract was formed;

(b) loss caused by an event outside our reasonable control, as described in clause 17;

(d) loss suffered by a person acting otherwise than as a consumer.

16.3 Where a Partner Pharmacy dispenses a medicine supplied to you, that Partner Pharmacy is responsible for its own dispensing activity. Medetone remains responsible for the prescribing decision, the supervision of Prescribers and the clinical governance of your care.

16.4 The clinical assessment and any consultation conducted by a Prescriber, and any advice given to you by a pharmacist, constitute healthcare advice given in accordance with the professional standards applicable to the professional concerned. Other information and services supplied by us do not constitute medical advice and must not be relied upon in substitution for it.

16.5 Medetone maintains professional indemnity insurance appropriate to the services it supplies.

16.6 The disclaimers in clause 11 apply to the Site and the Content only. They do not apply to goods and services supplied to you, which carry the statutory guarantees under the Consumer Rights Act 2015.

16.7 No limitation period shorter than that provided by law applies to any claim you may have.

16.8 You agree to compensate Medetone for loss it suffers as a direct result of your fraud, your deliberate provision of false information in a Health Questionnaire or consultation, or your unlawful use of the Site, to the extent permitted by law. This clause does not apply to ordinary use of the Site, to disputes about the quality of goods or services, or to any claim you bring in good faith.

17. EVENTS OUTSIDE OUR CONTROL

We are not liable for any failure or delay in the performance of our obligations arising from an event outside our reasonable control, including industrial action, failure of networks or systems, shortage in the supply of medicines, carrier failure, regulatory action, epidemic, flood, fire or accident. Where any such event affects your treatment, we will notify you and, where supply cannot be effected, refund you.

18. COMPLAINTS AND REGULATORY ESCALATION

18.1 Complaints are addressed under our internal complaints procedure and should be notified to us as soon as reasonably practicable.

18.2 All complaints, whether concerning the Site, an Order, delivery, customer service, a clinical assessment, a prescribing decision, a Prescriber, or the dispensing of your medicine, should be directed to info@medetone.com. Clinical and pharmacy complaints are handled under Medetone's clinical complaints procedure and overseen by the Superintendent Pharmacist.

18.3 Receipt of a complaint will be acknowledged within 3 working days, and a substantive response provided within 7 working days.

18.4 Where you remain dissatisfied following our response, you may refer the matter to:

(a) the General Pharmaceutical Council, in respect of the pharmacy, a pharmacist or a pharmacist independent prescriber: https://www.pharmacyregulation.org/raising-concerns;

(b) the General Medical Council, in respect of a registered medical practitioner: https://www.gmc-uk.org/;

(c) the Medicines and Healthcare products Regulatory Agency, in respect of a medicine or medical device, including the reporting of suspected adverse reactions under the Yellow Card scheme: https://yellowcard.mhra.gov.uk/;

(d) Citizens Advice, in respect of consumer rights: www.citizensadvice.org.uk or 0808 223 1133; and

(e) the Information Commissioner's Office, in respect of data protection: ico.org.uk.

18.5 Where a dispute cannot be resolved and both parties agree, it may be referred to a certified alternative dispute resolution provider. We will inform you whether we agree to such referral when we give you our final response. Nothing in this clause requires you to use alternative dispute resolution or affects your right to bring proceedings in court.

19. VARIATION

19.1 We may vary these Terms from time to time. Where a variation materially affects your rights or an existing subscription, not less than 30 days' notice will be given to you by email and by prominent notice on the Site before the variation takes effect, and you may cancel without charge at any time before it does.

19.2 Variations which are minor, or which are required for legal, regulatory or patient safety reasons, may take effect immediately upon publication. The varied Terms will be published bearing a revised "last updated" date.

19.3 The Terms applicable to an Order are those in force at the time the Order is placed.

20. GENERAL

20.1 Third party rights. A person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any provision of them, save that each Partner Pharmacy and each Prescriber may enforce any provision which confers a benefit upon it or allocates responsibility to it.

20.2 Assignment. We may assign or transfer our rights and obligations under these Terms to another member of the Group or to a third party, provided that your rights under these Terms are not adversely affected and that any transferee of the pharmacy business is a pharmacy registered with the General Pharmaceutical Council. Notice of any such assignment or transfer will be given to you. You may not assign or transfer your rights or obligations without our prior written consent.

20.3 Severance. Where any provision of these Terms is held to be unfair, unlawful, void or unenforceable, that provision shall be severed and the remaining provisions shall continue in full force and effect. A severed provision will not be rewritten in our favour.

20.4 No waiver. No failure or delay in exercising any right under these Terms constitutes a waiver of that right, and no single or partial exercise of any right precludes any further exercise of it.

20.5 Entire agreement. These Terms, together with the documents incorporated by reference under clause 1.3 and any product-specific or service-specific terms, constitute the entire agreement between you and us in respect of their subject matter and supersede any prior version of these Terms.

20.6 Notices. Notices to Medetone shall be sent to info@medetone.com or by post to the address in clause 2.1(a). Notices to you shall be sent to the email address recorded on your account. You agree that notices and other communications provided electronically satisfy any legal requirement that they be in writing.

20.7 No agency. Nothing in these Terms creates any partnership, joint venture, employment or agency relationship between you and Medetone, any Partner Pharmacy or any Prescriber. You may not enter into any contract on our behalf or bind us in any way.

21. GOVERNING LAW AND JURISDICTION

21.1 These Terms, and any dispute or claim (including any non-contractual dispute or claim) arising out of or in connection with them, their subject matter or their formation, are governed by and construed in accordance with the law of England and Wales.

21.2 The courts of England and Wales have jurisdiction to settle any such dispute or claim, save that nothing in this clause affects any right you may have, as a consumer resident in Scotland or Northern Ireland, to bring proceedings in the courts of that jurisdiction.

END OF TERMS

Last updated: 11 September 2026