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: [email protected].

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.

We do not hold routine video or phone consultations before prescribing. Our clinical team may phone you when they need to discuss your treatment, and our team may call you about two weeks after you start treatment to see how you are getting on. A note of every call is kept on your record. Photos you take for clinical checks are taken with our live camera and are shared only with our clinical team.

3A. Communications

Due to the nature of our services, when you create an account or place an order with us you are automatically opted in to receive transactional messages from us by email, phone or WhatsApp. Transactional messages are those we need to send to provide our services to you safely, such as updates about your account, orders, consultations, prescriptions, payments, subscriptions and deliveries, and questions from our clinical team about your treatment. They are separate from promotional communications, which we only send in line with our Privacy Policy and which you can opt out of at any time.

You can reply STOP to any WhatsApp message to stop receiving WhatsApp messages from us; we will then contact you by email or phone instead. Because these messages are part of how we provide your treatment safely, we will continue to send transactional messages by email or phone while you have an account, order or subscription with us.

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 a one-off order, or the first order of a plan or bundle, you will be charged upon placing your order. Later orders on a plan or bundle are charged as set out in section 14A. 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. Depending on your order, we may ask you to complete a declaration, take photos with our live camera, or provide your previous prescription; we cannot approve your order until you have done so. 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 other charges that become due to us under these terms and conditions. Where you buy a plan or a bundle, your card is saved securely by our payment service provider and you authorise us to charge it for each later order or instalment, and for any cancellation fee that becomes due under section 14A.

9. Rewards and Offers

We do not accept discount codes, and we no longer offer account credit. Instead, from time to time we may add a reward to your account — for example when you create your account, when a friend you referred completes their first order, or at our discretion. A reward is an offer of a fixed amount or percentage off an eligible order, as described on the reward itself in your account. You choose whether to apply a reward at checkout; one reward may be applied per order; a reward cannot exceed the value of the eligible items on the order; on a plan it reduces the first payment only and the plan then continues at its own price, and on a bundle it reduces the first instalment only. Rewards may be limited to particular products, plan types or to a first order, may carry an end date shown in your account, are for your sole use, have no cash value, and may be withdrawn where the order they relate to is cancelled or declined by our clinical team.

We reserve the right at all times, in our sole discretion, to withdraw, suspend or change any reward or offer, in whole or in part, at any time. A reward already applied to an order you have paid for is not affected.

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, to propose a different dose for you to accept or decline in your account, or to phone you. The prescriber may decline to prescribe, or stop your treatment, where they decide it is not safe or suitable for you; that decision is theirs alone and is not affected by any plan, bundle or reward.

11. Delivery Costs

Every price on our Site includes delivery. There is no separate postage and packaging charge.

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 may phone you to discuss your prescription further. Please be aware that this may delay approval and dispatch of your order. All orders are sent in plain packaging by tracked delivery, using DPD or Royal Mail depending on where you live, 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

Cancelling a one-off order is subject to a £15 cancellation fee. Cancelling a 3-month or 6-month plan before its orders are complete is subject to the cancellation fee set out in section 14A. No cancellation fee is charged where our clinical team declines to prescribe.

You may cancel a one-off 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, unless we agree otherwise in exceptional circumstances. To cancel your order if the order has not yet been approved, please contact our customer support team. If you cancel a one-off order before it is prescribed, you will be refunded the amount you paid minus the £15 cancellation fee, to your original payment method. No other fee is charged when you cancel; there is no separate consultation fee.

14A. Treatment plans

Prescription weight-management treatment can be bought per order (a one-off order), on a monthly rolling plan, or on a 3-month or 6-month plan. Every plan is billed month by month; there is no upfront payment. 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, taken from your saved card. The monthly rolling plan may be cancelled at any time from your account with no fee, as long as your order has not already been approved. In this scenario, the terms in section 14 apply. Cancelling a one-off order is covered in section 14. 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 subscription timeframes are complete (so after 3 or 6 months), the plan continues on a monthly rolling contract and the monthly rolling prices are published on the website. Plan prices, any reward you have applied and the cancellation fee are shown before you commit, at the point of choosing your plan and again at checkout. Every price includes delivery.

On a subscription plan, each next order is placed about a week after your previous order arrives, and we will email you when it is. Before it can be processed, you must complete your monthly check-in in your account: confirm the dose you want, tell us your current weight, and sign the monthly health declaration. Once you have done so, we check your saved card (we place a hold for the amount, but nothing is charged yet), and you are charged only when a prescriber approves the order. Each order is dispensed only after a prescriber has reviewed it. Until your saved card has been checked you may change your dose, delay the order by up to 28 days in total (your dose will remain the same in this scenario), pause the plan or cancel it from your account. If you do not complete your check-in, your order is delayed a week at a time, and after 28 days the plan pauses. If a plan has been paused for three months or more, you will need to tell us about any changes to your health before your treatment can restart.

Where we offer a two-month bundle (such as a Starter Pack), it is one order paid in two monthly instalments and delivered in two monthly shipments. The first instalment is charged when you place the order and the second, from your saved card, before the second shipment is sent. One prescriber decision covers both shipments, and the second shipment is sent without a further check-in. If a clinician stops your treatment, anything not yet shipped is refunded in full. Some bundles are for new patients only, as shown when you choose one. Should you cancel a bundle before both doses have been despatched, you will be charged a £15 cancellation fee.

14B. Refer a friend

Existing patients may share a personal referral link. A person who creates an account through that link receives a £40 reward for their first order, added to their account at sign-up. Once your friend's first order is delivered, the referrer receives a £40 reward, which may be used towards treatment or Curated Nutrition purchases on our Site. Rewards are subject to the terms in section 9: applied at checkout at your choice, one per order, no greater than the value of the eligible items, no cash value, and withdrawn if the referred order is cancelled or declined by our clinical team. Referral rewards are for new patients only, once per person; nothing is typed at checkout, the link ties the two accounts. 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

If our clinical team declines to prescribe, you are refunded in full, with no fee deducted. The refund is processed automatically to your original payment method 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.

The only fees we deduct or charge on cancellation are the £15 cancellation fee for a one-off order cancelled before it is prescribed (section 14), the cancellation fee for a 3-month or 6-month plan cancelled before its orders are complete (section 14A), and the £15 cancellation fee for a two-month bundle cancelled before both shipments have been despatched (section 14A). None is charged where a clinician declines to prescribe, stops your treatment, or decides treatment is no longer suitable for you. Once an order has been approved it cannot be refunded, except as set out in sections 13 and 14.

16. Complaints Procedure

We operate a continuous improvement policy in customer care. For complaints please contact us by email at [email protected], by phone on +44 1628 965543 (Monday to Friday, 9am to 5pm), by WhatsApp, or through 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.