Terms & Conditions

By accessing our website, you are agreeing to be bound by these terms of service, and agree that you are responsible for compliance with any applicable local laws.

This service is provided by TheCurateGroup Limited trading as ‘Curate Health’. By using this service you are confirming that you understand and agree to be legally bound by these Terms and Conditions. These terms and conditions apply to your access to the Curate Health website (“www.curatehealth.co.uk”) (this “Site”). Please read these terms and conditions carefully before accessing and/or ordering any medicine from this Site.

Part A: Your use of this website

1. Use of this Site

If you access this Site, and/or place an order for medicine, you agree to be bound by these terms and conditions. If you do not agree with the terms and conditions please do not use our Site.

The Curate Health website is owned and operated by TheCurateGroup Limited trading as ‘Curate Health’ registered at Century House, Wargrave Road, Henley-On-Thames, Oxfordshire, United Kingdom, RG9 2LT (company number: 13888499). If you have any questions about our Site please contact us: Email: support@curatehealth.co.uk.

We do not guarantee that our Site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our Site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

Curate Health is the owner (or authorised user) of all intellectual property rights on this Site. You may use material on this Site for personal use and/or draw attention to the same to others. You may not modify any such material or use any of the same for commercial purposes, and you must at all times acknowledge our ownership and provide credit where relevant.

This Site is provided without any guarantee or warranty as to its accuracy. We exclude all implied warranties or other terms that may apply by law and whilst we are therefore not liable for any direct or indirect loss arising to users of this Site as a result, we do not exclude or limit you where it would be unlawful to do so, including as to death or personal injury where the same has been caused by our negligence.

2. Regulation

Curate Health is a distance selling pharmacy regulated by the UK General Pharmaceutical Council (GPhC), registration number 9012920. Curate Health offers information, advice and treatment for a range of medical conditions. Medicines are dispensed by Curate Health under its own GPhC registration. Prescribing services are provided by Chiltern Private Limited, an independent provider regulated by the Care Quality Commission (CQC location ID 1-23688049165), whose prescribers are registered with the General Pharmaceutical Council (GPhC) or the General Medical Council (GMC).

3. Security & Privacy

Your privacy is imperative to us and the following information explains what measures we take to protect it. Curate Health uses security technology, including firewalls and Secure Socket Layers to protect information submitted through this Site.

We do not have access to your financial information which is securely transferred directly to our card processing agents, who securely process it on our instructions.

Our Privacy Policy applies to your use of our Site, sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our Site, you consent to such processing and you warrant that all data provided by you is accurate. If you do not consent to the terms of our Privacy Policy, you must stop using this Site. Curate Health complies with Data Protection legislation. We will use the information you provide with other information we obtain about you to administer and provide the goods and/or services you request. This service does inform your regular GP of the medication prescribed by our medical team. If you do not want us to do this we would require an explanation and reasoning.

Please note that electronic transmissions are never completely private or secure therefore we encourage customers to ensure that any computer (tablet or smart phone) you use to access your online patient record is suitably protected from potential interception.

Video consultations are used solely for the purpose of clinical consultation and prescribing. These calls are not recorded.

Part B: Ordering products

4. Commitment Agreement

Our commitment to you is that we will at all times:

• Act in a professionally responsible manner;
• Provide a professional and transparent service;
• Ensure that our prescribers act in the best interests of the patient;
• Take all reasonable steps to protect patient personal information;
• Take all reasonable steps to provide a safe and secure patient experience; and
• Notify you when we despatch your medication.

Your commitment to Curate Health is that you will:

• Provide us with true and accurate information;
• Confirm you are aged 18 or over;
• Comply with our instructions as regards the safe use of the service;
• Consent that we may notify your GP regarding your use of our service where appropriate;
• Notify our medical team of any side-effects; and
• Ensure you or a household member are available at the address to receive your medication delivery.

5. Information and Advice

The information and advice provided by Curate Health when you use the service is based on the information you have supplied to us. It is your responsibility to ensure this information is accurate and you accept that failure to do so (whether intentionally or not) will affect the information and advice we give to you and the medicines we supply to you and, as such, may have consequences for which we are not, and cannot be held responsible.

We also use this information to ensure we ship the medication to the right address. It is your responsibility to ensure that the correct shipping address is provided.

Whilst we will do our best to meet any specific brand requirements, we cannot guarantee that we can send you the brand of your choosing.

6. Pricing

All prices on this Site are in GBP and include VAT unless expressly stated otherwise. We take care to ensure that all pricing information on our Site is accurate but occasionally there may be an error. In the event that an error has occurred, we will identify all those affected and either refund the difference or notify you of any outstanding balance which remains payable. You will have a right to cancel any orders if you do not wish to pay a higher price.

7. Orders

When you place an order for medicines or engage in a service that includes the prescribing of medicines, you will be charged upon placing your order. We must assess your clinical suitability before the medicines can be approved for supply. By placing an order, you consent to us beginning this consultation immediately. We will validate your identity using a specialist ID checking service. In the event that we are unable to validate your identity, we may require more information and will contact you to request this. Our clinical team may reach out to you for further information to ensure the medication is safe and suitable for you, and we may also need to speak to you in person. We are unable to ship medication until the ID check and clinical consultation is complete and clinically approved. There may therefore be time delays in dispatching your order as a result of these follow ups. You acknowledge that the dispatch of your order may be delayed whilst completing all ID and clinical checks, and that you will be available to receive the delivery following dispatch, if the dispatch is delayed for any reason. On occasion, an order may be delayed due to factors beyond our control.

8. Payment

In providing payment card details, you confirm that you are authorised to use the card and authorise us, or our payment service provider, to take payment in full for the items in your order and any associated postage and packaging fees and any other charges that become due to us under these terms and conditions.

9. Discounts / Offers

We reserve the right at all times, in our sole discretion, to terminate, suspend, or modify any discount codes or special offers in whole or in part, at any time with or without notice to you. Codes cannot be amalgamated and only one code per order may be used. Discount codes made available to you must not be shared and are for the sole use of the recipient.

Please note that any discounts offered by Curate Health apply solely to the online consultation fee. The cost of medication is separate and is not covered by any discount.

10. Authorisation of Orders for Medicines

Our prescribers can only make a decision as to whether it is in the best interests of the patient to receive a medicine when they have all relevant information. On occasion, this may require the prescriber to ask for additional information further to information that was provided in response to an online questionnaire.

11. Postage Costs

Postage and packaging is charged on all orders of medicines that are sent in the post. The different costs associated with postage can be seen under Delivery on this Site.

12. Delivery of Orders

Medicines will be dispensed from our pharmacy, and will be dispatched up to 2 working days after the pharmacist has approved the prescription. Our clinical team may have additional follow up questions and in line with current guidelines, you might require a video consultation or phone call to discuss your prescription further. Please be aware that this may delay approval and dispatch of your order. All medicines for delivery by post are sent using one of our courier partners, on a Next Day Delivery service and injectables will be sent directly to you in pharmaceutical appropriate packaging to keep them fresh. It is the patient’s responsibility to ensure they are available to receive the medication delivery in person or to select an alternative delivery option on the tracking link that will be sent to you in advance of delivery.

It is your responsibility to ensure that the address details supplied are correct and that the delivery address is safe and accessible. We are unable to take responsibility for issues where addresses have been inputted incorrectly nor where there are address restrictions in place. In these scenarios where delivery has not been possible and we were not made aware in advance of any delivery issues or restrictions, you will be required to place a new order at your own cost.

It is your responsibility to ensure that someone is available to receive any medicines that are delivered at your chosen delivery address or select a suitable delivery preference from the tracking link in advance of your order arriving. The person receiving the medicines does not need to be the named patient. You acknowledge and accept that we have no control over the courier service, and we have no liability in respect of items that are not received by you after we have dispatched them. It is also your responsibility to ensure that the person receiving the medicines delivers them to you.

Please note, unless you or someone else are home to take receipt of your parcel in person or alternatively have changed your delivery preferences and requested one of the available delivery options, your parcel will be returned to us if the delivery is unsuccessful. If this is the case, your order will be returned to the pharmacy where it will be disposed of due to the legislation around prescription medicines.

We will be unable to process any refunds for missed deliveries, nor take liability for parcels where you have updated your delivery preferences. In these scenarios, you will be required to place a new order at your own expense.

Should you have an issue with your delivery, please contact us immediately and we will conduct a thorough investigation with the courier company. We may ask you to sign a declaration of non-receipt before a new order can be dispensed.

13. Returns Policy

According to the requirements of the UK medicines regulator (MHRA), we are unable to reuse or resell any dispensed medication. This policy also applies to sealed medication that has left our premises. We therefore cannot accommodate patient requested changes, cancellations or returns once your order has been approved, unless required by our clinical team to ensure safe and suitable supply. Our pharmacy is not able to use returned medication, which means that we cannot issue a refund on any returned medication, except where due to mis-delivery in which case for patient safety purposes we will cancel your order, refund your money and you will be required to place a new order. If you do have unwanted medication from an order placed with our pharmacy, please contact us and we can arrange for you to safely send the medication back to us for disposal.

If you believe that there has been an error made with your order, and the medication sent to you is incorrect, please contact our team via the website upon receipt of the order. In the event of incorrect medication being sent to you, we will be more than happy to work towards a resolution that suits you best.

If you have concerns about the condition of your medication upon receipt, please get in touch with our team in the first instance and they will work with you on a resolution. Please note, due to the medication being sent in pharmaceutical appropriate wool packaging in order to regulate the temperature of the medication, the medication box may appear damaged, however the medication itself will be useable.

14. Cancellations

All order cancellations are subject to a £15 administration fee, and should you have had or missed a video consultation with our clinical team, then a further £10 fee will also apply.

You may cancel your order before it has been prescribed by our clinical team. Once your prescription has been approved, we are unable to cancel an order, even if the medication has not yet been despatched, and we will be unable to refund you. To cancel your order if the order has not yet been approved, please contact our customer support team via the website. If you cancel your order before it is prescribed, you will be eligible for a refund minus a £15 administration fee, to your original payment method, and a further £10 if you have had or missed a video consultation with us. Or you may choose to receive an account credit instead, which can be used for future purchases. Account credit can only be used for purchases on our Site.

14A. Treatment plans

Prescription weight-management treatment can be bought per order, on a monthly plan, or on a 3-month or 6-month plan. Every plan is billed month by month; there is no upfront payment. The first-order discount applies to the monthly plan and to pay-per-order purchases; it is not applied to 3-month or 6-month plans, which are already priced below the monthly plan. Each renewal is dispensed only after a prescriber has reviewed it. The monthly plan may be cancelled at any time from your account with no fee. The 3-month and 6-month plans are offered at a lower monthly price in return for a commitment to the full number of orders: if you cancel a 3-month or 6-month plan before its orders are complete, a flat cancellation fee of £60 is payable. No cancellation fee is charged where a clinician declines to prescribe, stops your treatment, or decides treatment is no longer suitable for you. Once the committed orders are complete the plan continues month by month at the same price and may be cancelled at any time with no fee.

Your first order with us is discounted automatically, once per person. A discount applied through a personal referral link replaces, and is not added to, the standard first-order discount. Plan prices, the first-order discount and the cancellation fee are shown before you commit, at the point of choosing your plan and again at checkout.

14B. Refer a friend

Existing patients may share a personal referral link. A person who first orders through that link receives £60 off the monthly price of their first order. Once the referred person's first order has been delivered, the referrer receives £60 of account credit, which may be used towards treatment or Curated Nutrition purchases on our Site. Account credit cannot exceed the value of the order it is applied to, has no cash value, and is withdrawn if the referred order is cancelled or declined by our clinical team. Referral discounts are for new patients only, once per person. A referral never changes a clinical decision: every referred person completes the same consultation and is assessed by a clinician in the same way.

14C. Curated Nutrition subscriptions

Curated Nutrition products may be bought outright or on a subscription of one, three or six months, priced at 10%, 20% and 30% below the one-off price respectively, with delivery included on every subscription order. A monthly subscription may be cancelled at any time from your account.

15. Refunds Policy

In the case that our clinical team rejects your order, a full refund will automatically be processed within 5-10 business days, but in some cases can take up to 14 days. We want you to be happy with your purchase, if you’re not, please contact our team to let us know.

All orders are subject to a non-refundable £15 clinical administrative fee. An additional £10 will be charged if a customer has had or misses a video consultation and subsequently cancels an order. The clinical administrative fee will be waived if we are unable to fulfil an order due to a customer not meeting the prescribing guidelines.

16. Complaints Procedure

We operate a continuous improvement policy in customer care. For complaints please direct your concerns via the contact form on the website. Please note, if you have an issue with your order, please let us know within 7 days of receipt. We are unable to investigate issues with products after this timeframe.

17. Competition Entry Rules

By entering competitions on our social channels or otherwise, you grant TheCurateGroup Limited the right to use any submitted images for marketing, promotional and advertising purposes across all media channels including social media, websites and print material.

18. Notification of Errors

Errors are extremely rare; we operate extremely stringent processes to ensure every medication dispensed is checked by a trained member of staff. You should check the content of each delivery promptly upon receipt. If you believe that items may have been sent to you in error please contact us immediately via the contact form on the website.

19. Information on this Site

We take care to ensure that all information available on our Site about our business, services and any products mentioned is accurate. However, some things may develop or change leading to the information being out of date occasionally. General medical information provided on this Site is not a substitute for specific and personalised medical advice and should not be read or used as such.

20. Links to Other Websites

Curate Health provides links from this Site to websites that are owned and controlled by third parties such as health resources. These links are provided only for your convenience and we have no control over and will have no liability in respect of those websites.

21. Third Party Rights

Nothing in these Terms and Conditions is intended to, nor shall it grant a benefit on any third party under the Contracts (Rights of Third Parties) Act 1999 and a person who is not a party to these Terms and Conditions has no rights to enforce them.

22. Our Right to Vary T&Cs

We reserve the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from us unless:

• Any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or
• We notify you of any changes to these terms and conditions before we accept your order, in which case we have the right to assume that you have accepted the change to the terms and conditions unless you notify us to the contrary within seven (7) working days of receipt by you of the goods.

23. NHS National Data Opt-Out

If you desire to exercise your right to opt-out of your medical data being used for healthcare research and planning purposes under the NHS “National Data Opt-Out” programme (NDOO), please contact customer support via the website.