Terms & Conditions

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"). Please read these terms and conditions carefully before accessing and/or ordering any medicine from our Website. If you access the Website, 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 Website. The Curate Health website is owned and operated by TheCurateGroup Limited trading as 'Curate Health’, registered in the UK at Century House, Wargrave Road, Henley-On-Thames, Oxfordshire, United Kingdom, RG9 2LT with the company number: 13888499. If you have any questions about our website please contact us: Email: info@curatehealth.co.uk

1. Regulation

Curate Health is a fully regulated company by the relevant UK medical bodies. Curate Health offers information, advice and treatment for a range of medical conditions. This service is provided by regulated qualified independent prescribers who are regulated by the General Pharmaceutical Council (GPhC) and can be trusted to deliver a high level of service.

2. 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 website.
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.
During your visit to our site we may gather certain personal information that is necessary to set up your account, for the purposes of billing, delivery of your medicine and queries. We only keep your information for as long as is necessary to process your order, process any applicable refunds, and respond to any complaints/feedback or to provide you with promotional information you have subscribed to.
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.
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. We will not share your personal information with any organisation other than those directly involved in delivering these services, namely the dispensing pharmacy and the courier service. 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.

3. Commitment Agreement

Our commitment to you

Professional responsbility
Provide a professional and transparent service
Prescriber in the best interest of the patient
Take all reasonable steps to protect patient personal information
Safe and Secure patient experience
Notify you when we despatch your medication

Patients commitment to Curate Health

Provide true and accurate information
Confirm you are aged 18 or over
Comply with instructions
Consent to notify your GP where appropriate
Notify our medical team of any side-effects
Ensure you or a household member are available at the address to receive your medication delivery

4. 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 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 and specific brand requirements, we cannot guarantee that we can send you the brand of your choosing.

5. Pricing

All prices on this website are in GBP and include VAT unless expressly stated otherwise. We take care to ensure that all pricing information on our website is accurate but occasionally there may be an error. In the event that an error has occurred and the price charged is too high, we will identify all those that have overpaid and refund the difference.

6. Completed Orders

When you place an order for medicines or engage in a service that includes the prescribing of medicines, we must assess your clinical suitability before the medicines can be approved for supply. By placing an order, you consent to us beginning this assessment 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 get in touch 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 assessment 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 and sign for the delivery following dispatch, if the dispatch is delayed for any reason.

7. Concluding a Binding Contract

When we receive an order from you to purchase goods or services from us, we will confirm that we have received the order by sending a confirmation email to the contact email address that you supplied. Professional codes of conduct and legal restrictions may limit the number and frequency of any item we are permitted to supply to you and, as such, we have no obligation to supply quantities exceeding the relevant permitted maximum and will charge only for those we do supply. We reserve the right to reject any order.

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. Authorisation of Orders for Medicines

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

10. 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 our website.

11. Delivery of Orders

Our pharmacy will dispense all medicines. Medicines will be dispatched normally within 1-2 working days of the pharmacist authorising the prescription. Our clinical team may have additional follow up questions and may wish to speak in person to discuss a medication or condition with you. This may delay approval and dispatch of your order. All medicines for delivery by post are sent using one of our courier partners, either on a Next Day Delivery service or standard delivery, depending on what is selected with the order and appropriate for the medication. All medication deliveries must be signed for, and it is the patient’s responsibility to ensure they are available to receive the medication delivery in person. We ensure our couriers issue tracking details upon receipt of the parcel and it is the patient’s responsibility to liaise with the courier to ensure they receive their package. We take no responsibility for orders that aren’t delivered because the patient was not present at the registered address to receive the delivery.

It is your responsibility to ensure your address is correct, complete and up to date in advance of placing your order, particularly when repeat ordering. Whilst we will work with you to try and ensure any updates and amendments are made to the delivery address after an order is made, we cannot take responsibility for shipments to a wrong address, or not completed if the address is wrong or incomplete when the order is placed.

12. 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 placed, 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. 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 on info@curatehealth.co.uk 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.

13. Refunds Policy

In the case that our clinical team reject your order, your 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 and we'll be happy to resolve any issues.

All orders are subject to a non-refundable £10 clinical administrative fee. An additional £5 will be charged if a customer has had or misses a video consultation and subsequently cancels an order. The clinical administrative fee will not be charged if we are unable to fulfil an order due to a customer not meeting the prescribing guidelines.

14. Complaints Procedure

Curate Health aims to maintain 100% customer satisfaction, but we realise there may be instances where this is not the case. We operate a continuous improvement policy in customer care, and try our best to get things right the first time. If you are unhappy with anything, please contact us immediately and our staff will be more than happy to rectify any issues you may have. For complaints please direct your concerns to info@curatehealth.co.uk. We will endeavour to respond to you within the same day.

15. 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.

16. Signed For Deliveries

It is your responsibility to ensure that someone is available to sign for any medicines that are delivered at your chosen delivery address or to collect the medicine from our nominated courier yourself. The person signing for 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 your responsibility to ensure that the person signing for the medicines delivers them to you.

You acknowledge that our couriers have been instructed not to leave fridgeline parcels in a nominated safe place, for safety reasons. It is your responsibility to ensure you or another member of your household will be available to receive your parcel in person, or are able to retrieve it from the courier depot.

17. Notification of Errors

Errors are extremely rare; we operate extremely stringent processes to ensure every medication dispensed is checked by a trained checker. You should check the content of each delivery promptly upon receipt. If you believe that items have been sent to you in error you should contact us immediately at info@curatehealth.co.uk

18. Information on this Website

We take care to ensure that all information available on our website 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 the website is not a substitute for specific and personalised medical advice and should not be read or used as such. Links to other websites: Curate Health provides links from this website 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.

19. 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.

20. 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:

1. 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
2. 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.

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