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Last Updated: 24 April 2024
- Introduction to Our Terms
1.1. Welcome to our website (referred to as the "Website"). Thease Terms and Conditions, along with any documents they expressly incorporate by reference, govern your access to and use of the Website, both as a visitor and as a registered user.
1.2. By accessing or using the Website, you agree to be bound by these Terms. If you do not accept these Terms in full, you must not use the Website.
1.3. It is advisable to print or save a copy of these Terms for your records.
- About Us
2.1. The Website is operated by The Family Health Group Ltd ("we", "our", or "us"), a company incorporated in England and Wales with registration number 14982976. Our registered office is at St Peters House, Suite 2, Silverwell Street, Bolton, England, BL1 1PP.
2.2. Should you have any questions or need assistance, please email us at: help@gethappen.com.
2.3. Our medical team is composed of clinicians registered in the UK with the General Pharmaceutical Council, each holding accredited qualifications as independent prescriber pharmacists.
2.4. The Pharmacy associated with our services is based at the same address as our registered office and is registered with the General Pharmaceutical Council under number 9012230.
- Additional Terms That May Apply
3.1. Our Privacy Policy applies to your use of the Website and describes how we handle personal data you provide to us or that we collect.
3.2. Should you purchase medicine or other products through our Website, the Terms of Sale will govern those transactions.
- Amendments to These Terms
We may modify these Terms from time to time. Each time you intend to use our Website, please review these Terms to ensure you understand the conditions that apply at that time.
- Changes to Our Website
We may periodically update our Website to better serve our users or to reflect new regulatory requirements, changes in our product offerings, or adjustments in our business focus.
- Website Availability
6.1. Access to our Website is granted on a temporary basis, free of charge. While we strive to ensure constant availability, we cannot guarantee uninterrupted access. We may need to suspend, withdraw, or restrict access to the Website or parts of it from time to time due to operational needs. When possible, we will provide advance notice of any significant changes.
6.2. You are responsible for ensuring that all individuals accessing our Website via your internet connection are aware of these Terms and comply with them.
- Website Use Restrictions
7.1. Our Website is primarily intended for users in the UK. We do not claim that the Website or its content is suitable for use in other locations.
7.2. To use our Website and order products, you must be at least 18 years old.
7.3. We may limit access to certain areas of our Website, or the entirety of it, to users who have completed our registration process.
7.4. Your user ID, password, or any other security information must be kept confidential. We may disable any user identification code or password at our discretion if you have not complied with these Terms.
7.5. Notify us immediately at help@gethappen.com if you suspect that anyone else knows your security details.
- User Registration
8.1. To order products or medications from our Website, registration is required. You must ensure the accuracy and completeness of all information provided and promptly update us with any changes.
8.2. We reserve the right to refuse registration to anyone for any reason.
- Provision of Services
9.1. You must be registered on our Website to request services or order products.
9.2. Prescription requests are subject to an online consultation based on completed questionnaires and additional clinician inquiries if necessary.
9.3. Our clinicians will review your information to confirm if the requested treatment is suitable for you.
9.4. Clinician responses to questionnaire submissions typically occur within 24 hours. The service cannot be canceled after submission, as the review process begins immediately.
9.5. Non-prescription products can be ordered directly and are charged upon placement of the order.
9.6. Prescriptions, once approved, will be fulfilled by our Pharmacy according to the Terms of Sale.
9.7. Should further information be required for your order, you will be contacted. You must respond within 10 days; otherwise, your order will be canceled and you will not be charged.
9.8. We must adhere to professional and legal guidelines when supplying medications, which may restrict quantities.
9.9. Please communicate with clinicians only through our secure platform. General inquiries should be sent to help@gethappen.com.
9.10. We may decline orders for any reason. If we cannot fulfill your order, we will inform you.
9.11. By using our Website, you consent to the creation of an online patient record. This record will include Terms, Privacy Policy, communications, personal details, and order history. These records are retained for a minimum of 8 years after the last consultation, as detailed in our Privacy Policy.
9.12. Use of our Website must follow our Acceptable Use Policy detailed in section 13.
- Intellectual Property Rights
10.1. We own or license all intellectual property on our Website. This includes text, graphics, logos, images, and software. All these are legally protected.
10.2. You may download or print a copy of any part of the Website for personal use and can inform others about content on our Website.
10.3. You must not alter any materials downloaded or printed from the Website. This includes separating graphics from accompanying text.
10.4. You must always acknowledge our status (and that of any identified contributors) as the authors of content on our Website.
10.5. If you use any part of our Website for commercial purposes without obtaining a license from us, you must cease that use immediately and, if requested, return or destroy any copies of the materials you have made.
- Medical Information
11.1. Information on our Website is not a replacement for professional medical advice.
11.2. The product information is for educational purposes only. Always seek the advice of your regular healthcare provider for any medical concerns or before starting any new treatment.
11.3. We make no claims that the information on our Website is accurate, complete, or up-to-date.
11.4. Links to other websites are for your convenience only. We do not endorse and are not responsible for the content of external sites.
11.5. User-generated content, such as reviews, are not endorsed by us. If you have a complaint about user content, please reach out to help@gethappen.com.
- Our Liability to You
12.1. We do not exclude our liability for matters that cannot be excluded under UK law, including death or personal injury due to our negligence.
12.2. Any liability arising from the purchase of products is covered under the Terms of Sale.
12.3. Our Website is for personal use only, and we will not be liable for business losses like lost profits or business interruption.
12.4. We are not liable for indirect losses that occur as a side effect of the main loss or damage.
12.5. In the event that our Website causes damage to your device or digital content due to our failure to use reasonable care and skill, we will either repair the damage or compensate you.
- Acceptable Use of Our Website
13.1. When interacting with our Website, you must be truthful and responsible. Ensure your contributions are accurate and lawful.
13.2. You acknowledge that our advice is supplementary to your primary healthcare provision and should inform your primary healthcare provider about treatments received through our service.
13.3. Your interactions with our Website, including completion of any questionnaires, must be honest and complete to ensure safe and appropriate service.
13.4. You must not register or complete questionnaires for anyone other than yourself.
13.5. If you are unclear about any aspect of our service or the advice provided, consult with your regular healthcare provider.
13.6. Upon receipt of any medication, it's your duty to verify it matches the prescription provided and is undamaged. Contact us immediately if there are any issues.
13.7. Always read and follow the instructions on medication packaging. Ensure that any medicines received are not consumed after their expiry date.
13.8. Safeguard any medications delivered to you and ensure they are not accessible to others.
- Security and Offences
14.1. We cannot guarantee that our Website will be free from bugs or viruses; you are responsible for using your own virus protection software.
14.2. Misusing our Website by introducing viruses or attempting unauthorized access is strictly prohibited and may be a criminal offence under the Computer Misuse Act 1990.
- Linking to Our Website
15.1. You may link to our homepage as long as it's fair and legal and does not damage our reputation.
15.2. Our Website must not be framed on any other site, and you should only link to our homepage.
15.3. For any use of material from our Website not covered above, direct your request to help@gethappen.com.
- Trademark Information
The "Happen", "Get Happen", and "Make It Happen" names and logos are trademarks of The Family Health Group Ltd. Unauthorized use of these trademarks is not permitted.
- Governing Law and Jurisdiction
17.1. For consumers, these Terms are governed by English law. You may bring legal proceedings in England and Wales, or in your home jurisdiction if you are a resident of Northern Ireland or Scotland.
17.2. If you're a business, English law applies, and disputes are subject to the exclusive jurisdiction of the English and Welsh courts.
- General Provisions
18.1. These Terms, and any documents they reference, constitute the entire agreement between us regarding our Website.
18.2. We may transfer our rights and obligations under these Terms to another entity, but this will not affect your rights or our obligations.
18.3. If any provision of these Terms is deemed unenforceable, the enforceability of any other part of these Terms will not be affected.
If you have any concerns or questions about the material on our Website, please contact us at help@gethappen.com.
Terms of Sale
Date of Last Revision: 24/04/2024
- Introduction
1.1. These Terms of Sale ("Terms") govern the sale of products through our Website.
1.2. By purchasing products from our Website, you agree to these Terms and abide by them.
1.3. Please review these Terms carefully before placing an order. They contain essential information about our services, including who we are, how we operate, and how to address any issues.
1.4. If you do not agree to these Terms, please refrain from purchasing products from our Website.
- About Us
2.1. The Family Health Group Ltd ("The Family Health Group," "we," "us," or "our") owns and operates this Website. We are a company registered in England and Wales under company number 14982976. Our registered office address is St Peters House, Suite 2, Silverwell Street, Bolton, England, BL1 1PP.
2.2. You can contact us at help@gethappen.com.
2.3. Our pharmacy's registered address is St Peters House, Suite 2, Silverwell Street, Bolton, England, BL1 1PP. We are registered with the General Pharmaceutical Council ("GPhC") under number 9012230.
2.4. Our clinicians are registered with the General Pharmaceutical Council in the United Kingdom and hold accredited pharmacist independent prescriber qualifications. They are trained to conduct remote consultations and prescribe medicine online. Each clinician is individually responsible for the prescriptions they issue.
2.5. We will contact you via phone, email, or post using the contact details provided with your order. "Writing" or "written" in these Terms includes emails.
- Privacy and Personal Information
3.1. When you place an order, you provide personal information. We use this information to review your medical details (e.g., age, weight, medical history), facilitate product delivery, process payments, and provide relevant product information. You can opt out of receiving marketing communications at any time.
3.2. Our Privacy Policy outlines how we process personal data. By purchasing from our Website, you consent to this processing and warrant that all provided data is accurate.
- Orders and Online Consultation Process
4.1. Upon placing an order, we will confirm its receipt.
Prescription Only Medicines:
4.2. Prescription-only medicine plans are provided on a subscription basis. If a treatment is deemed clinically appropriate, our clinicians will review and determine whether to approve your recommended treatment plan. Upon acceptance, we will confirm the issuance of your prescription and the contract will be established. Payment for prescription-only medicines will be processed upon acceptance of your treatment plan.
4.3. Prescriptions are securely sent to the pharmacy for dispensing and dispatch. If further information is required, you will be notified, and the order will not proceed until necessary details are provided within 10 days.
4.4. Treatment plans provided on the Website are indicative, and the final prescription is subject to clinical assessment. Discontinuation of a medicinal product may occur if it becomes clinically unsuitable.
Other Products:
4.5. Non-prescription product orders will be confirmed without an online consultation, and payment will be processed upon order placement.
4.6. We reserve the right to decline orders due to clinical appropriateness, stock availability, resource limitations, pricing errors, or inability to meet specified delivery deadlines.
4.7. Refunds for declined orders may take up to 10 working days to be processed.
4.8. Products are delivered within the UK only. We are not liable for onward transport by customers or third parties.
- Subscription (Prescription Only Medicines)
5.1. Prescription-only medicines are sold on a subscription basis for a minimum 12-month supply, subject to clinical assessment. Continuous payment authority is required for monthly billing.
5.2. Subscribers will receive renewal notices before expiration, with options to renew or cancel.
5.3. Subscribers can cancel at any time with notice, and we reserve the right to cancel subscriptions with notice to customers.
5.4. Upon cancellation, no further charges will be made, and no additional medication will be dispatched.
5.5. Terminated subscriptions will not be refunded for dispatched medication.
- Our Service
6.1. Product images on our Website are for illustrative purposes, and actual products may vary slightly.
6.2. All products are subject to availability.
6.3. Before use, carefully read accompanying product information, including patient dispensing labels and leaflets, and use the product as directed.
6.4. Discontinue use and seek advice if significant side effects occur.
6.5. Some medications may be de-blistered and repackaged for convenience, with adherence to expiration dates required.
6.6. Specially formulated treatments are classified as unlicensed specials, manufactured to EU standards by licensed manufacturers.
- Your Rights to Make Changes
7.1. Contact us for order modifications. Changes may affect price, delivery timing, or other aspects, subject to your approval.
- How We Will Provide the Service
8.1. Delivery charges are outlined on the Website, with estimated delivery dates provided during the ordering process.
8.2. No signature is required for delivery, and parcels may be left at the delivery address, subject to courier policies.
8.3. If delivery is delayed due to factors beyond our control, we'll notify you promptly.
Late Delivery
8.4. If we miss the delivery deadline and don't deliver or you've stated delivery before a deadline was essential, you can consider the contract terminated.
8.5. Alternatively, you may set a new reasonable delivery deadline.
8.6. If you decide to end the contract due to missed deadlines, you can cancel the order or reject delivered products.
8.7. Upon notification, we'll refund any payments for canceled products and arrange for return or collection.
Failed Delivery
8.8. If delivery fails due to recipient unavailability, the courier may attempt re-delivery or leave a note for collection.
8.9. Failure to collect or rearrange delivery may result in contract termination.
Ownership
8.10. Products become your responsibility upon delivery or collection, with ownership transferred upon full payment.
Suspending the Contract
8.11. We may suspend supply to address technical issues or comply with regulatory requirements.
8.12. We'll notify you of any suspensions lasting more than 30 days, offering refunds for advance payments.
8.13. Failure to pay outstanding amounts may result in product supply suspension until payment is received.
Changing the Contract
8.14. We may propose changes to subscription terms, providing notice and offering cancellation options.
- Your Rights to End the Contract
9.1. Your rights to terminate depend on the circumstances:
9.1.1. If you're dissatisfied with our service, see paragraph 9.2.
9.1.2. If you change your mind, see paragraph 9.3. Note: For safety, prescription medicine returns aren't accepted.
9.1.3. Faulty or misrepresented products entitle you to remedies under paragraph 12.
9.1.4. Cancelling orders is detailed in paragraph 9.4.
Is it something we have done?
9.2. Termination due to our actions results in immediate contract termination and full refund if:
9.2.1. You disagree with Supply Term changes.
9.2.2. There's a price or product description error.
9.2.3. We anticipate significant delays.
9.2.4. Product supply suspensions exceed 30 days for technical reasons.
9.2.5. You have legal grounds for contract termination.
Have you changed your mind?
9.3. If you're dissatisfied, notify us promptly.
Prescription Medicines: Safety regulations prohibit medicine returns. Unused medicines should be disposed of at a local pharmacy.
For non-medicinal products, you have 14 days to return items from delivery, except for sealed items unsuitable for return due to hygiene reasons unless faulty or incorrectly delivered.
Cancelling Your Order
9.4. Orders can be canceled until the clinician issues the prescription. Contact us to cancel in such cases.
- How to End the Contract with Us (Including if you have changed your mind)
10.1. Notify us via email at help@gethappen.com to terminate the contract.
10.2. For terminated contracts after dispatch or receipt, return or arrange collection by emailing help@gethappen.com for a return label and instructions.
10.3. Non-medicinal product returns due to changed minds must be initiated within 14 days of contract termination notification.
Costs
10.4. We cover return costs for:
10.4.1. Faulty or misrepresented products.
10.4.2. Situations listed under "Is it something we have done?"
10.5. For other cases, including changed minds, return or collection costs are borne by the customer, equalling standard delivery charges.
Refunds
10.6. Medications once dispensed cannot be returned for resale; thus, refunds aren't available for these products. For non-medicinal items, refunds, including delivery costs, will be issued via the original payment method. Deductions may apply, as detailed below.
10.7. Refunds for non-medicinal products may be reduced to account for diminished product value due to inappropriate handling. Examples include opening or damaging the product. Returned items must be unused and in their original packaging. Refunds will be issued promptly, with deductions applied if necessary.
10.8. Refunds for non-medicinal products will be processed promptly. Refunds for changed minds will be made within 14 days of product return. In other cases, refunds will be issued within 14 days of contract termination notification.
- Our Rights to End the Contract
11.1. We reserve the right to terminate the contract if:
11.1.1. Payment is overdue and remains unpaid 10 days after reminder.
11.1.2. Delivery is refused or unreasonably delayed.
11.2. In such cases, we will refund any advance payments for undelivered products, deducting reasonable compensation for costs incurred.
- If There is a Problem with the Service
12.1. Contact us with questions or complaints at help@gethappen.com.
12.2. We're obligated to supply products conforming to the contract terms. They must be as described, fit for purpose, and of satisfactory quality.
12.3. Exceptions to these rights may apply. For further information, consult Citizens Advice or call 03444 111 444.
12.4. To exercise legal rights, return products to us or arrange collection. We cover postage or collection costs.
- Price and Payment
13.1. Product prices, including applicable VAT, are displayed during ordering. We endeavour to ensure pricing accuracy, but errors may occur. We'll notify you of any discrepancies.
13.2. Payment is accepted via major credit or debit cards. Payment is required before product dispatch. Incorrect charges should be promptly reported for correction.
- Our Responsibilities for Loss or Damage Suffered by You
14.1. Our products are intended for domestic and private use only. We're not liable for business losses. Commercial use voids liability for loss of profit, business interruption, or opportunity.
14.2. Subject to clause 14.4, our maximum liability for product orders is limited to the price of the ordered products.
14.3. We're not responsible for unforeseeable losses or damages.
14.4. We don't exclude or limit liability where it would be unlawful to do so. This includes liability for death or personal injury due to negligence or fraudulent misrepresentation.
- Written Communication
15.1. Legal requirements mandate some communications be in writing. We'll contact you via email or notices on our Website. You agree to electronic communication, acknowledging compliance with legal writing standards.
- Other Important Terms
16.1. We reserve the right to transfer our rights and obligations to another organization.
16.2. The contract for sale and supply of medicines is between you and The Family Health Group Ltd. No other party can enforce its terms.
16.3. Each paragraph of these Supply Terms operates independently. If one is deemed unlawful, others remain in effect.
16.4. Delay in enforcing contract terms doesn't waive the right to enforce them later.
16.5. These Supply Terms are governed by English law. Legal proceedings can be brought in English or EU courts.
16.6. Alternative dispute resolution may be sought if dissatisfied with our complaint handling.
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