Terms and Conditions

Genwell Health Ltd & Genwell UK Limited – Client Terms and Conditions
Last updated: March 2026

1. Introduction

Here is some key introductory information that you may find useful.
Who we are and what these terms do.
The services available through our platform are provided by multiple entities:

  • Genwell Health Ltd operates the website, mobile application and customer platform, including order processing and payment handling.
  • Genwell UK Limited is a Care Quality Commission (CQC) registered provider and is responsible for the provision of regulated clinical services.
  • Clinical consultations and prescribing decisions will be carried out by appropriately qualified healthcare professionals engaged by Genwell UK Limited.

Depending on the product or service you receive, your contract may be with one or more of these entities. Further details are provided below. These terms govern the supply of our products to you. This includes orders you place for goods as well as the services you receive from us.

Genwell UK Limited (Company No. 16500619) are registered at c/o Medics Accountants, Unit 4, Stirling Court, Stirling Way, Borehamwood, WD6 2FX.

Genwell Health Ltd (Company No. 16287258) are registered at 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE.

Who our pharmacy provider is. Our pharmacy provider is Cedarwood Pharmacy, whose registered office is at 5 Peterwood Park, Croydon, CR0 4UQ. It is registered with the General Pharmaceutical Council in the UK with the number 1121830. Its Superintendent pharmacist is Yuk Shan Wong. Cedarwood Pharmacy Terms and Conditions are available here.

Who our clinicians are.

All clinical services, including assessment of your suitability for treatment and any prescribing decisions, are carried out by qualified healthcare professionals who are individually responsible for their clinical judgement.

Where clinical services are provided under the regulation of the Care Quality Commission, these are provided by Genwell UK Limited, which is responsible for clinical governance and oversight. All clinicians engaged as part of our Service are registered in the United Kingdom with the General Medical Council, the General Pharmaceutical Council or the Nursing and Midwifery Council.

Clinicians are trained to provide remote consultations and prescribe medication in an online context. Where clinicians prescribe prescriptions, they will hold accredited pharmacist independent prescriber qualifications and be personally accountable for the prescriptions they issue to you.

Where to find information about us and our products. You can find everything you need to know about us and our products on our website before you order. This is included in our FAQs. We also confirm key information to you in writing after your order, either by email or in your online account (including in our app).

Contacting us. If you have an issue (e.g. with your order or using the App) or wish to contact us for any other reason, please email our Customer Service Team at support@genwell.co.uk.

How we will communicate with you. If we have to contact you, we will do so by email or SMS using the contact details you have provided to us.

Our mobile app terms may also apply to you. After purchasing some of our products, you may be required to use our mobile app. Use of our mobile app is governed by our Mobile App End User Licence Agreement, as set out in the Schedule below.

How your data is used. How we use any personal data you give us is set out in our Privacy Policy.

Due to the nature of our services, your personal data may be processed by multiple organisations:

  1. Genwell Health Ltd (platform and customer management) is the data processor and joint data controller
  2. Genwell UK Limited (clinical services) is the joint data controller
  3. Our pharmacy partner (Cedarwood Pharmacy) is a data processor

These organisations may act as independent data controllers or joint data controllers, depending on the service being provided.

Each organisation is responsible for complying with applicable data protection laws in respect of the personal data it processes.

Further details, including how responsibilities are allocated and how you can exercise your rights, are set out in our Privacy Policy.

You must be 18 to accept these terms, purchase our products and use our mobile app. By agreeing to these terms, you confirm that you are 18 years of age or older.

2. Placing orders

You can place orders via our website and app. Prices are stated clearly in the checkout process.

We only accept orders when we've checked them. We will always contact you to confirm we've received your order (usually by email), and then we contact you again to confirm once we've accepted it. This is when our contract with you is formed on these terms. Given the nature of some of the products we sell, acceptance of your order may be subject to a doctor (or other healthcare professional) approving your order, to ensure clinical suitability. This approval is normally provided within 1-2 business days.

Ongoing subscriptions are charged regularly when you agree. For an ongoing contract with us (for example, for a regular subscription to our products), you will be provided with the product you ordered at the cadence that you agree on (for example, every month). Your saved payment method in your account will be charged on or around the anticipated dispatch date for each regular order (as set out in our app).

Sometimes we reject orders. Sometimes we reject orders, for example, because:

  • After a review of your order by a doctor (or other healthcare professional), we are unable to provide the product you’ve ordered to you for clinical reasons.
  • A product is unexpectedly out of stock.
  • We can't verify your identity or age (as this may be needed for age-restricted or medical products).
  • You are located outside the UK (we only sell our products in the UK).
  • The product was mispriced by us.

When any of these scenarios happen, we will let you know as soon as possible (usually by email) and refund any sums you have already paid.

We charge you when we dispatch the product for delivery. For some products, we take payment at regular intervals, as explained to you during the order process. These will also be charged when we dispatch the product to you. For the physical goods aspect of your order (rather than the digital content or services aspects), you will own those goods once we have received payment in full. You are responsible for them once they are delivered to you.

We will deliver in accordance with the information presented during checkout. This will include estimated delivery dates. You can view more information on our Delivery Policy on our website.

3. Returns and refunds

Given the nature of some of the products we sell (for example, medical products requiring a prescription) you rights to change your mind are more limited than for other products you may ordinarily buy online. You can view more information on our Refunds and Returns Policy on our website.

You cannot return prescription medicines. This is for safety reasons. You may be able to return a prescription medicine if it is faulty, in line with your rights under “You have rights if there is something wrong with your product” below. When returning prescription medicines, please ensure that any needles are excluded from the return package.

Other scenarios when you can't change your mind. You also can't change your mind about an order for products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them. Nor can you change your mind for:

  • Digital products, after you have started to download or stream these;
  • Services, once these have been completed;
  • Goods that are made to your specifications or are clearly personalised, and
  • Goods which become mixed inseparably with other items after their delivery.

You have rights if there is something wrong with your product. If you think there is something wrong with your product, you must contact our Customer Service Team (using the details under “Contacting us” above), who will investigate the issue. We may require you to return the defective product to us at our cost. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.

4. Using our medical products

We sell medical products. When you purchase medical products, special rules apply to these, and you must understand how to use them.

You must read the accompanying guidance. Before using any medical product we provide you with, you must carefully read any information which accompanies the product (including, but not limited to, the patient dispensing label, the patient information leaflet and/or manufacturer’s guidelines). You acknowledge and agree that you will only use such products in accordance with such information.

Our medical products are tailored to you and solely for your personal use. Please do not share any medicines we supply you with to any other person.

You must not use medical products past their expiry date. We may “de-blister” certain medicines from their original packaging and supply them to you using our own packaging. This is with the intention to aid your medication adherence and general ability to take the medication easily and conveniently. This process may reduce the shelf life of medicines. You agree that you will not take any medicine beyond its stated expiry date.

Speak to a doctor if you have any side effects. You should stop taking any medication we provide if you experience any significant side effects. You should then seek immediate advice from a doctor or other suitable healthcare professional before restarting the medication.

Our medical products are not for emergency use. They should also not be used as a total substitute for your local doctor/general practitioner (GP). If you have medical conditions or concerns which are not related to your use of the medical products that we provide you, then you should consult with your local doctor/general practitioner (GP).

IF YOU BELIEVE THAT YOU OR THE PERSON YOU ARE ASSISTING IS IN AN URGENT OR EMERGENCY SITUATION, YOU SHOULD IMMEDIATELY DIAL 999 OR SEEK ALTERNATIVE EMERGENCY MEDICAL SERVICES. You should call 999 in a critical or life-threatening situation, such as (but not limited to) if someone has: difficulty breathing, severe bleeding and it cannot be stopped, severe chest pain, loss of consciousness, acute confused states and fits which are not stopping, or a suspected heart attack or stroke.

You must keep us updated about your health. If there is a change in your health circumstances that could affect your eligibility for the medical product you’re using (e.g. pregnancy), you must contact us immediately (see the “Contacting us” section above). If you are unsure whether a change in your health circumstances could affect your eligibility, you should err on the side of caution and suspend your use of the product until we have confirmed you can continue to use the product.

5. Changes that you and we can make

We will always aim to keep any changes to our products and these terms to a minimum, but there are scenarios where this may be needed.

Changes you can make. You can make changes at any time using our app or by contacting our Customer Service Team (using the details under “Contacting us” above) to:

  • A specific order you’ve placed before it’s been accepted by us; and
  • Any ongoing subscription to our products. For changes to a subscription, you will be presented with the details of any changes (including any price, frequency or delivery amendments) and the option to confirm them.

Changes we can always make. We can always change a product:

  • To reflect changes in relevant laws and regulatory requirements (but we will always ensure you consent to any changes to medical products you purchase from us);
  • To make minor technical adjustments and improvements, for example, to address a security threat. These are changes that don't affect your use of the product, and
  • To update digital content, provided that the digital content always matches the description of it that we provided to you before you bought it. We might ask you to install these updates.

Changes we can only make if we tell you and allow you to cancel. We can also make other changes to the product or these terms, but if we do so we'll notify you, and you can then contact our Customer Service Team (using the details under “Contacting us” above) to end the contract before the change takes effect and receive a refund for any products you've paid for in advance, but not received.

6. Suspending or withdrawing a product

We don’t envisage it happening often, but we can suspend the supply of products, and even withdraw them from sale altogether, in certain scenarios (but you have rights if we do).

We can suspend the supply of a product. We can do this to:

  • Deal with technical problems or make minor technical changes;
  • Update the product to reflect changes in relevant laws and regulatory requirements; or
  • Make changes to the product.

We try to let you know, may adjust the price and may allow you to terminate. We will contact you in advance to tell you we're suspending supply (usually by email), unless the problem is urgent or an emergency. If we suspend the product, you don't pay for it while it's suspended. You can also contact our Customer Service Team (using the details under “Contacting us” above) to:

  • End the contract, and we'll refund any sums you've paid in advance for products you won't receive; or
  • Subject to clinical approval, consider an alternative product.

We can withdraw products. We can stop providing a product, such as an ongoing service or a subscription for goods. We will let you know at least 30 days in advance, and we will refund any sums you've paid in advance for products which won't be provided.

7. Ending a contract

We both have the right to end this contract in certain circumstances.

You can end an ongoing subscription. We tell you when and how you can end an ongoing contract with us (for example, for a regular subscription to our products) during the order process, and we’ll also confirm this information to you in writing after we've accepted your order. Specifically, you can manage (including cancelling) your subscriptions in our app. If you have any questions, please contact our Customer Service Team (using the details under “Contacting us” above).

We can end our contract with you. We can end our contract with you for a product and claim any compensation due to us if:

  • You don't make any payment to us when it's due, and you still don't make a payment within 7 days of our reminding you that the payment is due.
  • You don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, required or updated information about your current health;
  • You don’t keep us updated about changes in your health that may affect our ability to provide you with certain medical products safely (see the “You must keep us updated about your health” section above.
  • You don't, within a reasonable time, allow us to deliver the product to you; or
  • You seriously breached these terms.

We may end your rights to use our app and end our contract with you in the scenarios outlined in the Mobile App End User Licence Agreement at the Schedule below.

8. Our liability to you

We're not responsible for delays outside our control. If our supply of your product is delayed by an event outside our control, such as delays with our suppliers or due to a change in the way our products are regulated, we will contact you as soon as possible to let you know (usually by email) and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial, you can contact our Customer Service Team (using the details under “Contacting us” above) to end the contract and receive a refund for any products you have paid for in advance, but not received.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.

Products can vary slightly from their pictures. A product's packaging may be slightly different to that shown on your device or in our marketing.

We don't compensate you for all losses caused by us or our products. We're not responsible for losses you suffer caused by us breaking this contract if the loss is:

  • Unexpected. It was not obvious that it would happen, and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Avoidable.Something you could have avoided by taking reasonable action. For example, damage caused which you could have avoided by following our advice.

9. Complaints and disputes

We hope you never have the need to raise a complaint with us, but if you do, you have a couple of options.

You can lodge a complaint with us. Our Customer Service Team will do their best to resolve any problems you have with us or our products in accordance with our Complaints Policy.

You can go to court. These terms are governed by English law, and wherever you live, you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

10. Other important terms

We can transfer our contract with you. We may transfer our rights and obligations under these terms to another organisation. We'll contact you to let you know if we plan to do this, and we will ensure that the transfer will not affect your rights under the contract. If you're unhappy with the transfer, you can contact our Customer Service Team (using the details under “Contacting us” above) to end the contract within 7 days of us telling you about it, and we will refund you any payments you've made in advance for products not provided.

You can only transfer your contract with us to someone else if we agree to this. We may not agree if doing so would affect our legal and regulatory obligations or if we deem such a transfer to pose a medical risk to you or the person you’re transferring the contract to.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it, and neither of us will need to ask anybody else to sign off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

Schedule

Genwell Health – Mobile App End User Licence Agreement (EULA)

PLEASE READ THESE LICENCE TERMS CAREFULLY

By providing your acceptance to these Client Terms and Conditions, you agree to be bound by the EULA terms below in relation to the use of our mobile app.

What this EULA does

We license you to use:

  • The Genwell Health mobile application software (App) and any updates or supplements to it.
  • The related online documentation (Documentation).
  • The service you connect to via the App and the content we provide to you through it (Service).

as permitted in these EULA terms.

Apple App Store's and Google Play’s terms also apply.

The ways in which you can use the App and Documentation may also be controlled by the app store's rules and policies below:

  1. Apple App Store Terms and Conditions
  2. Google Play Terms and Conditions

Operating system requirements

This App requires a smartphone with a minimum of 2 GB of memory and:

  • For Apple devices: iOS 14.0 or later
  • For Android devices: Android version 6.0 (API level 23) or later

Support for the App

Support. If you want to learn more about the App or the Service,e or have any problems using them, please take a look at our support resources at genwell.co.uk/faqs.

How you may use the App, including how many devices you may use it on

In return for your agreeing to comply with these EULA terms, you may:

  • Download or stream a copy of the App onto your devices and view, use and display the App and the Service on such devices for your personal purposes only.
  • Use any Documentation to support your permitted use of the App and the Service; and
  • Receive and use any free supplementary software code or update of the App incorporating "patches" and corrections of errors as we may provide to you.

You may not transfer the App to someone else.

We are giving you personally the right to use the App and the Service as set out above under “How you may use the App”. You may not otherwise transfer the App or the Service to someone else, whether for money, for anything else or for free. If you sell any device on which the App is installed, you must remove the App from it.

Update to the App and changes to the Service

From time to time,e we may automatically update the App and change the Service to improve performance, enhance functionality, reflect changes to the operating system or address security issues. Alternatively, we may ask you to update the App for these reasons.

If you choose not to install such updates or if you opt out of automatic updates, you may not be able to continue using the App and the Services.

The App will always match the description of it provided to you when you bought it.

If someone else owns the phone or device you are using

If you download or stream the App onto any phone or other device not owned by you, you must have the owner's permission to do so. You will be responsible for complying with these EULA terms, whether or not you own the phone or other device.

We are not responsible for other websites you link to

The App or any Service may contain links to other independent websites which are not provided by us. Such independent sites are not under our control, and we are not responsible for and have not checked and approved their content or their privacy policies (if any).

You will need to make your own independent judgment about whether to use any such independent sites, including whether to buy any products or services offered by them.

Licence restrictions

You agree that you will:

  • Not rent, lease, sub-license, loan, provide, or otherwise make available, the App or the Services in any form, in whole or in part to any person without prior written consent from us;
  • Not copy the App, Documentation or Services, except as part of the normal use of the App or where it is necessary for back-up or operational security;
  • Not translate, merge, adapt, vary, alter or modify, the whole or any part of the App, Documentation or Services, nor permit the App or the Services or any part of them to be combined with, or become incorporated in, any other programs, except as necessary to use the App and the Services on devices as permitted in these terms;
  • Not disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the App or the Services nor attempt to do any such things, except to the extent that (by virtue of sections 50B and 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited because they are necessary to decompile the App to obtain the information necessary to create an independent program that can be operated with the App or with another program (Permitted Objective), and provided that the information obtained by you during such activities:
    • Is not disclosed or communicated without our prior written consent to any third party, to whom it is not necessary to disclose or communicate
    • It is to achieve the Permitted Objective;
    • Is not used to create any software that is substantially similar in its expression to the App;
    • Is kept secure; and
    • Is used only for the Permitted Objective.
  • Comply with all applicable technology control or export laws and regulations that apply to the technology used or supported by the App or any Service.

Acceptable use restrictions

You must:

  • Not use the App or any Service in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these terms, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the App, any Service or any operating system;
  • Not infringe our intellectual property rights or those of any third party in relation to your use of the App or any Service, including by the submission of any material (to the extent that such use is not licensed by these terms);
  • Ensure that any material you submit to the App is accurate and complete.
  • Not transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of the App or any Service;
  • Not use the App or any Service in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users; and
  • Not collect or harvest any information or data from any Service or our systems, or attempt to decipher any transmissions to or from the servers running any Service.

Intellectual property rights

All intellectual property rights in the App, the Documentation and the Services throughout the world belong to us, and the rights in the App and the Services are licensed (not sold) to you. You have no intellectual property rights in, or to, the App, the Documentation or the Services other than the right to use them in accordance with these terms.

You grant us a license to use any material you submit to the App for the purposes of us providing the App and Services. You warrant that you have the necessary rights and consents to provide this licence.

Our responsibility for loss or damage suffered by you

When we are liable for damage to your property. If defective digital content that we have supplied damages a device or digital content belonging to you, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

We are not liable for business losses. The App is for domestic and private use. If you use the App for any commercial, business or resale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Please back up the content and data used with the App. We recommend that you back up any content and data used in connection with the App, to protect yourself in case of problems with the App or the Service.

Check that the App is suitable for you. The App has not been developed to meet your individual requirements. Please check that the facilities and functions of the App and (as described on the App Store site and in the Documentation) meet your requirements.

We are not responsible for events outside our control. If our provision of, or support for, the App is delayed by an event outside our control, then we will contact you as soon as possible to let you know, and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay, you may contact us to end your contract with us and receive a refund for any Services you have paid for but not received.

We may end your rights to use the App and the Services if you break these terms.

We may end your rights to use the App and Services at any time by contacting you if you have broken these terms in a serious way. If what you have done can be put right, we will give you a reasonable opportunity to do so.

If we end your rights to use the App and Services:

  • You must stop all activities authorised by these terms, including your use of the App and any Services.
  • You must delete or remove the App from all devices in your possession and immediately destroy all copies of the App which you have and confirm to us that you have done this.