Terms of service

TERMS AND CONDITIONS

1. INTRODUCTION

Introduction. Welcome to Welzo.com. Welzo.com is an online website and platform (the “Platform”) owned and operated by Welzo Limited (a company registered in England and Wales with company number 14179158 with a registered office address of 833, 19-21 Crawford Street, W1H 1PJ) (“Welzo, “we”, “us” or “our”) that connects users with a range of healthcare products and services, including the ability to order health and wellbeing products, home test kits, certain limited medications and consult with licensed healthcare professionals online. For the purposes of these terms and conditions (the “Terms”), both you and Welzo shall be referred to individually as a “Party” and collectively, the “Parties”.

Acknowledgement of Terms. By using the Platform or placing an order through Welzo.com, you acknowledge that you have read, understood and agree to be bound by these Terms, as well as any other applicable policies, including but not limited to our privacy policy, our cookies policy, our securities and regulatory policies, as well as our responsible disclosure policy (the “Policies”). Your use of the Platform is also subject to these Policies. We encourage you to read these Terms in conjunction with such Policies.

Content and Questions. The contents of this website are directed solely at those who access the site from the United Kingdom. It is important that you read these Terms carefully before using our Platform or placing an order. If you have any questions or if anything is unclear, please contact hello@welzo.com for further information.

Agreement to Terms. If you do not agree to these Terms or any changes made to these Terms, you should cease using the Platform immediately. Please be aware that if you do not agree to these Terms and then continue to use the Platform, or if you violate any of these Terms, we reserve the right to suspend or delete your user account.

Updates and Amendments. We may, on providing notice to you or on the Platform, amend and/or update these Terms from time to time at our sole discretion. Your continued use of the Platform following such an update will be considered acceptance of such changes.

2. REGISTRATION

Age Requirement. You must be eighteen (18) years old to register, access and use the Platform. By registering for access and using the Platform, you represent and warrant that you are at least eighteen (18) years old to form a binding contract with us and meet any eligibility requirements stated herein. If you do not meet this requirement, you must not register, access or use the Platform.

Registration Data. You agree to provide accurate, current and complete information about yourself as prompted by the registration form (“Registration Data”) during registration and at other points as may be required in the course of using the Platform from time to time. You agree to maintain and update your Registration Data as required to keep it accurate, current and complete. We may terminate your ability to access the Platform if any information you provide is false, inaccurate or complete.

Protection of Security Information. If you are provided with a password, a user identification code or any other piece of information as part of our security procedures, you must treat such information as confidential and not disclose it to any third party. If you know or suspect that anyone other than yourself knows your password, user identification code or any other piece of information as part of our security procedures, you must promptly notify hello@welzo.com.

3. PROVISION OF THE PLATFORM

Disclaimer of Warranties. The Platform is provided on an “as is” and “as available” basis. The Platform is provided for personal, non-commercial use and you must not access or use the Platform for or on behalf of any other person. To the fullest extent permitted by law, we do not provide and expressly disclaim warranties of any kind, whether express or implied, including but not limited to implied warranties or merchantability, fitness for a particular purpose or non-infringement. You acknowledge and accept that we do not warrant that the Platform will be uninterrupted, timely, secure, error-free, or free from viruses or other malicious software, and no information or advice obtained by you from us or through the Platform shall create any warranty not expressly stated in this Agreement, where applicable. If you are dissatisfied with the Platform, your sole and exclusive remedy is to discontinue the use of the Platform.

Information Purposes Only. For the avoidance of doubt, the services provided by Platform do not constitute any form of advice, including but not limited to medical, clinical, pharmaceutical or other forms of health advice. Any reference to specific medications, medical treatments, health conditions or other health-related information are for informational guidance only, and should not be interpreted as a recommendation or guidance for making health or lifestyle decisions. All content made available to you is not a substitute for medical advice from a licensed healthcare professional; rather, it is designed to support but not replace the relationship you have with a licensed healthcare professional. We will use reasonable endeavours to keep any information on the Platform up to date, but we do not guarantee or warrant such information will be current or relevant to you or your needs. Any decisions made or based on the Platform and the content or services contained therein are your sole responsibility, and Welzo will not, under any circumstances, be held liable for any losses or damages arising from the decisions taken in reliance of the Platform.

Emergency Services. Welzo is not an emergency service and should not be used if you have a medical emergency. If you believe that you are in an emergency situation, you should immediately contact 999. If you require urgent medical care, please contact your general practitioner (GP).

Third Party Websites. Where the Platform links to other websites and resources provided by third parties, these links are provided for information only. Such links should not be interpreted as approval by us of those linked websites and any information or content you may obtain from them. Welzo has no control over the information and content of those websites or resources.

Suspension. Welzo reserves the right to suspend or restrict your access to the Platform if: (i) we reasonably believe or suspect that you are in breach of these Terms or any applicable Policies; or (ii) we suspect or detect any viruses, vulnerabilities or other harmful software connected to your account. Welzo shall, in no circumstances, be liable to you or any third party for such suspension.

4. PURCHASING PRODUCTS

Age Requirements. To purchase some of our products through the Platform, you must be at least eighteen (18) years of age. By placing an order in these circumstances, you represent and warrant that you are at least eighteen (18) years old and are legally capable of entering into binding contracts.

Location Requirements. In addition to the requirement in Clause 1, you must be a resident in the United Kingdom. By placing an order, you represent and warrant that you are a resident in an eligible location and that you are ordering the medication for personal use only.

Failure to Meet Age and Location Requirements. Failure to meet the eligibility requirements in Clauses 4.1 and 4.2 may result in an order being cancelled or your account being suspended and/or terminated.

Health Problems. If you have or suspect you may have a health problem, you should consult a licensed healthcare professional before purchasing any product on our Platform, especially if you are already under medical care. Before ordering and/or using any product from our Platform, you should carefully read all product packaging and labels. The packaging of products may vary from the images shown on our website.

Delivery through Letterboxes. During the order process, you must confirm that it is safe and appropriate for a package containing medicines and test kits to be posted through the letterbox at the delivery address. You shall notify us if it is not safe to do so, for example, due to animals or small children. Where possible, Welzo will try to deliver tamper-proof products, but without any specific guarantees or assurances.

Order Process. The order process is as set out on the Platform. Each step allows you to check and amend any errors in the information that you provide us before submitting the order. Please take the time to read and check the information that you provide us on each page of the order process. It is your responsibility to check that you have used the ordering process correctly. We are not responsible for any errors in the information that you provide to us when placing an order.

Binding Contract. Your order constitutes an offer to purchase products from us and does not form a binding contract until it is accepted by Welzo. Upon receipt of your order and full payment, we will send you an order acknowledgement email to the email address provided by you in the order process. This email is an acknowledgement of receipt of your order. It is not an acceptance by us of any offer to purchase products.

Purchasing Goods. An offer made by you to purchase products shall be accepted by us only when the products are dispatched to you. We reserve the right to refuse any order before acceptance, including for non-availability or on the instruction of a prescriber, and we shall notify you accordingly and refund you the price paid for the goods where payment has already been taken.

Delivery Dates. Any timescales for delivery and any delivery changes will vary depending on the availability of the products you are ordering and the delivery dress in question. Estimated delivery timescales and prices are set out on our website. All delivery dates are estimates and approximates only and we cannot guarantee delivery dates and times for any products ordered. Time shall not be of the essence for the delivery of the products and you acknowledge and agree that Welzo will have no liability whatsoever for any consequences or damages incurred by you due to any delay in the delivery of goods.

Jurisdiction of Delivery. Welzo does not deliver products outside of the United Kingdom. If, after you receive any products, you send the products outside of the United Kingdom, you will be fully responsible for any taxes, levies, sums, duties or other fees associated with the sending of such goods, and for compliance with any applicable and/or local laws.

Transfer of Title. Ownership of the products will only pass to you when we receive full payment of all sums due in respect of the products, including any delivery charges and the products have been delivered to you. Until that time, Welzo shall retain title and ownership of the products. A delivery will be completed when the products are delivered to the delivery address in the order, upon which the products will become your responsibility. Where you are asked for a signature upon delivery of any products, it is your responsibility to examine the products before signing.

Reporting Delivery Issues. Any issues related to the delivery, including problems with the courier or the non-delivery of any products, must be reported to us within thirty (30) calendar days of the order being placed at hello@welzo.com. Failure to report with this timeframe may limit your options for a resolution.

Indemnification for third party claims. You agree to indemnify, defend and hold harmless Welzo, its affiliates, directors, officers, employees, agents, licensors and service providers from and against any claims, liabilities, damages, judgements, awards, losses, costs, expenses and fees (including reasonably lawyers’ fees) resulting from any claim made by a third party that their use and/or misuse of any products purchased by you through the Platform has caused the third party harm, injury, damage or any other adverse effect. The indemnity in this Clause 13 extends to any claim, regardless of whether such third party’s use of the product(s) was with or without your knowledge or consent.

The pricing of the products are set out on the Platform at the time an order is made and may sometimes include VAT, which, where applicable, will be charged at the prevailing rate. Prices may change from time to time, but such changes will not come into effect for any order that has already been accepted by Welzo. Any such pricing excludes any delivery charges, which are payable in addition to the pricing of any products. All payments on the Platform must be made at the time an order is placed using a major credit or debit card.

Follow-Up Treatment. Welzo does not provide follow-up treatment for any of its products or services. Upon placing an order, Welzo’s obligation in such circumstances will be limited to that product or service order only. If you require follow up services after placing an order for a product through Welzo, you may place a repeat order. Where such a repeat order is not sufficient for your needs or you require more extensive care, you must search for treatment elsewhere from a licensed healthcare professional.

Subscription Products. Payment for each delivery of a product under a subscription is taken four (4) days such product is dispatched. Welzo will notify you in good time as a reminder of such payment and dispatch. You may cancel a subscription order for a product through your Platform account. If Welzo cannot take a payment for a subscription order, we will notify you and ask that you amend your payment details. No order will be dispatched unless we have received payment in full. Limitation on Subscription Discounts

The promotional discount for first-time subscribers is intended to welcome new customers to our services. This discount applies only to the initial subscription and is not available for subsequent subscriptions created after a cancellation. We monitor account activity to identify patterns of cancellation followed by resubscription that suggest an abuse of this welcome offer.

Should we determine, at our sole discretion, that a customer is engaging in such behavior to exploit this discount, we reserve the right to block the individual from subscribing again. This measure is necessary to maintain fairness and the integrity of our promotional offers.

Customers who attempt to circumvent this policy by creating multiple accounts or by any other means will also be subject to immediate account termination and exclusion from future subscriptions.

5. PHARMACY AND PRESCRIBER SERVICES

Confidential Consultation. Where you purchase any products on the Platform, you may be required to complete a confidential consultation and/or a clinical questionnaire and generally, provide further information before such products can be purchased. The confidential consultation will be undertaken by either a General Medical Council (GMC) registered doctor (a “Prescriber”) or a Pharmacist Independent Prescriber (PIP) (a “Pharmacist”). Such Prescribers and Pharmacists are external third parties and not employees of Welzo, who operate independently and in accordance with their professional and statutory obligations. Welzo will not bear any responsibility for their professional opinions, advice or any outcomes resulting from their confidential consultations.

Further Information. If the Prescriber or the Pharmacist requires further information from you to conclude a purchase, you may be contacted by email or telephone using the details from your Registration Data or the clinical questionnaire.

Affiliated Prescribers and Pharmacists. Welzo works with a number of Prescribers and Pharmacists who undertake prescribing and dispensing services. The details of such Prescribers and Pharmacists will be available upon the receipt of any medical products via the Prescriber label. Please note that we cannot guarantee that the same Prescriber or Pharmacist will be allocated to you for each new query about a particular product. Should you have any concerns about the Prescriber or Pharmacist assigned to you, please contact us at hello@welzo.com.

Responsibility of Prescribers and Pharmacists: You acknowledge and agree that the Prescriber’s responsibility includes, without limitation, writing and reviewing clinical questionnaires, undertaking consultations with you, and where applicable, issuing prescriptions to you based on your responses to the clinical questionnaire, as well as dispensing, checking and delivering any products to you as per the prescription issued by the Prescriber. You acknowledge and agree that the Prescribers and Pharmacists are independent professionals who will perform their duties in compliance with the guidelines issued by their applicable regulatory bodies and any applicable laws. For the avoidance of any doubt, Welzo will not have any liability to you in connection with the aforementioned and any liability in connection with the aforementioned shall be between you and the relevant Prescriber or Pharmacist only, as applicable.

Information Accuracy. By using the Platform and otherwise communicating with any Prescriber or Pharmacist, you acknowledge and agree that the advice and information a Prescriber or Pharmacist may provide is contingent upon the information you provide during consultations and in response to any clinical questionnaires. It is your sole responsibility to ensure the accuracy and completeness of this information. Any inaccuracies or omissions, whether intentional or inadvertent, may influence the advice you receive and the products you are prescribed. Notwithstanding the foregoing, you must not upload any photos of an intimate area of any adults or child’s body (such as genitals, anus, bottom or breasts). Do your best to describe such issues in writing, which you may then discuss with a Prescriber or Pharmacist. Under no circumstances will Welzo be liable for any consequences, whether direct or indirect, resulting from the inaccurate or incomplete information provided by you to a Prescriber or Pharmacist.

Where, pursuant to your conversation with a Prescriber a prescription is issued, no request to dispense a prescription will be binding on Welzo. In accordance with our professional codes of conduct and applicable law, the pharmacy/precriber may limit the number of medicines that they are permitted to dispense for you and, as such, you acknowledge and agree that they have no obligation to dispense quantities of medicines exceeding any maximum permitted amount. We reserve the right to reject any request to dispense a prescription at our sole discretion.

Review and Verification. Where we receive a prescription from a Prescriber, we will verify it against any information you have provided on the Platform. In the event that any such details do not match with the information on our records, we may contact you using the Registration Data you have provided on the Platform.

Non Availability or Non Suitability of Medicines. Where any of the medicines on your prescription are unavailable for dispensing, or where such medicines are not suitable for dispensing, we may contact you using the Registration Data you have provided on the Platform.

Notification of Errors. Where you have been dispensed any medicines pursuant to a prescription from a Prescriber, you should always check such medicines have been dispensed to you carefully and correctly upon receipt. If you have a reasonable suspicion that there may be a dispensing error, you should not use such medicines and contact Welzo immediately at hello@welzo.com. Do not, under any circumstances, use or consume any medicines that have been dispensed to you that appear to have been tampered with or which may have been dispensed in error. You acknowledge and agree that you shall solely be liable in such circumstances and failure to abide by this Clause 9 may seriously impact your health and wellbeing.

6. CANCELLATION AND RETURN OF NON-MEDICINAL PRODUCTS

Return Requirements. Any non-medicinal products that you wish to return must be in the original packaging, unopened and in a condition fit for re-sale. If the non-medical product does not meet these conditions, we will not be able to offer you a refund. If these criteria are met, you must inform us of your intention to return the medicinal product within fourteen (14) days of receiving your order before you return it to Welzo.

Return process. Once the return has been authorised you may send the non-medicinal product back to us within fourteen (14) days. Once the non-medical product has been received and checked by one of our staff or partners, a refund will be authorised by the same method that the payment was made. This may take up to seven (7)-to ten (10) working days to reach your bank account.

Proof of Purchase and Charges. If the return is your decision (i.e., not due to faulty, damaged or incorrect goods), you must pay the return postage on the item. However, we will not charge a restocking fee for any non-medicinal products returned. Additionally, to process any refunds, a valid proof of purchase is required. Failure to provide a valid proof of purchase will result in a failure to process your refund.

Preservation of Statutory Rights. The right of cancellation and return of non-medicinal products in this Clause 6 do not affect the statutory rights of a consumer concerning items that are faulty, damaged, incorrect or not as described.

7. CANCELLATION AND RETURN OF MEDICINAL PRODUCTS

Non-Refundable Medicinal Products. Please note that, due to health and safety regulations, as well as the specific nature of medicinal products, we are unable to accept returns or issue refunds for any medicinal products once they have dispatched. However, you have the right to cancel your order for medicinal product up to the point when such product is prepared for dispatch. Such orders are prepared for dispatch seven (7) days a week within one (1) hour of receipt of the order details. Cancellation requests that come after the order has been prepared for dispatch will not be valid, as the non-medicinal has already been sent for fulfilment and cannot be cancelled at this point.

Cancellation of Medicinal Products. Should you be unable to collect your missed delivery or arrange for your medicinal product to be re-delivered by Royal Mail, we can resend your medication to the same or a different address, provided it has been returned to Welzo within thirty (30) days of the attempted delivery.

Damaged or Incorrect Items. If you receive any medicinal products that have been damaged in transit or if the medicinal product you receive is not the medicinal product you ordered, please contact us immediately at hello@welzo.com. We will provide you with instructions for returning the damaged or incorrect medicinal product and you will be sent a replacement as soon as possible. Please do not use any medicinal products that arrived damaged or appear to be incorrect.

Medical certificates. By submitting information for the purpose of obtaining a medical certificate through our services, you acknowledge and agree that once your information is reviewed and approved, you will no longer be eligible for a refund. This policy is in place due to the resources and professional assessment involved in the review process. Please ensure that all information submitted is accurate and complete to avoid any inconvenience. Your submission of information signifies your acceptance of this no-refund policy upon issuance of the medical certificate.

8. TESTING SERVICES

Provision of Testing Services. Welzo’s testing services include the delivery of a sample collection kit, sourced either from an external third party laboratory or directly from Welzo. Where you undertake testing services from Welzo, you acknowledge and accept the terms and conditions for using such testing services as outlined in Clauses 9, 10, 11 and 12.

9. PLACING AN ORDER FOR TESTING SERVICES

Placing an Order. To place an order for testing services, you must place it online using the Platform and specify who the test recipient will be. The details of all test reports will be sent to the email that is entered at the checkout on the Platform. If multiple tests are purchased from the same account, the reports for each individual test will only be accessible on the account that was used to order the testing services. If you require the reports to be separated, you must ensure that each testing service is ordered separately with different checkouts. You acknowledge and accept that Welzo is unable to separate reports.

Your acknowledgements. In using the testing services from Welzo, you warrant and represent that: (i) you are at least eighteen (18) years old and capable of entering into legal contracts; (ii) you have provided all accurate and complete information on the request form for the applicable sample; (iii) you are using the testing services for yourself and not on behalf of or for any other person; (iv) you acknowledge and accept the potential impacts and/or risks of taking your own blood sample and that you are proceeding on the basis that you accept full responsibility for any consequences that may arise from the same; (v) you acknowledge and accept that the testing services are not a substitute for actual medical diagnosis or consultation with a licensed healthcare professional, that any results provided from the testing services do not constitute medical advice and/or recommendations for medical treatment and such results may not be comprehensive in nature; (vi) you acknowledge that, in rare cases, viable blood samples cannot always be taken from the sample you have provided and the testing services will only be deemed successful if the laboratory believes there it can obtain any sufficient results as a result of testing and analysing the sample; (vii) you acknowledge and agree that minor inter-laboratory variability exists, and where minor variability exists in results, such minor variability is tolerated and you assume overall responsibility for overseeing your long term trends; and (viii) you acknowledge and agree that, as a result of inter-laboratory variability, minor changes may throw two adjacent test points narrowly inside and outside of “normal” reference ranges, but which essentially indicate insignificant variation.

Accepting an Order. Your order for testing services will only be accepted when we email you confirming your order and that we have accepted it. If we are unable to accept your order, where applicable, we will not charge you for the order or refund you for such an order where payment has already been taken. You acknowledge and accept that, where you have already paid for an order for testing services but we have not accepted the order, a refund will be your sole and exclusive remedy.

Subscription and Non-Subscription Users: Where you have not subscribed to Welzo’s subscription for particular products and/or services, if you request any further testing services, each request will constitute an additional and separate order. Where you have subscribed to Welzo’s subscription, your initial order will constitute acceptance of these Terms for all subsequent testing services ordered by you.

If you have any questions or concerns regarding the testing services provided by Welzo, please do not hesitate to contact us at hello@welzo.com.

10. TESTING PROCESS

Sample Use and Collection. The sample collection kit that is delivered to you as part of the testing services is for you to collect your own sample in accordance with any blood collection protocols provided, along with any other instructions and the request form. You must complete your personal details on the request form provided in addition to any sample. You acknowledge and accept that, where samples are not fully and correctly labelled, such samples will be unable to be processed and it will not be possible to make any changes to the request form or the details on the sample once it has been sent to the laboratory. It is your responsibility to correctly and safely use the sample collection kit. Any mishandling or misuse of the sample collection kit that impacts the accuracy of the test results may result in a partial or defective result, which will not be the responsibility of Welzo. We may provide you with the opportunity for a re-test at a discounted charge in circumstances determined at our sole discretion.

Sealing Samples. You acknowledge and accept that any poorly collected or sealed samples may clot or haemolyse, rendering them unfit for analysis by a laboratory. In such cases, a discounted replacement sample collection kit may be offered by us at our discretion. Refunds will not be applicable.

Sample Collection Kit Validity. You are required to collect and post your sample to the laboratory in accordance with any instructions and/or addressed provided to you within sixty (60) days of receipt of the sample collection kit.

11. RESULTS AND REPORT GENERATION

Laboratory Engagement. The testing and analyses of the samples provided by you under Clauses 9 and 10 are undertaken solely by an external third party laboratory engaged by Welzo. The costs for such testing and analysis will be borne by Welzo on your behalf. We maintain the right, at our sole discretion, to engage alternative laboratories without prior notice under as required from time to time.

Report Timings. Upon the successful receipt and analysis of your sample by the laboratory, the test results will be transferred to Welzo’s Platform and made available to you through your account on the Platform via a report (the "Report”). You will be notified by email that your account has been updated with the Report once available. Typically, this process is completed within one (1) to two (2) working days from the date your sample was received by the laboratory, but such time frames are an approximation only and Welzo does not make any specific guarantees regarding the time frame in which you will receive a report. Time is not of the essence and Welzo shall not be held accountable or liable for any delay, whether foreseen or unforeseen, with the delivery of any reports, including but not limited to any unexpected laboratory backlog, shipping delays or any incorrect or incomplete sample submission.

Delivery of the Report. The Report will be sent to the email address provided by you at the time the order was placed for the testing service.

Report Generation and Interpretation. The Report that is provided to you under Clauses 11.2 and 11.3 is based on the testing and analysis provided by the external third party laboratory engaged by Welzo. While you may share this Report with a licensed healthcare professional, you should note and inform any licensed healthcare professional that you engage that these Reports are general in nature and are not tailored to your particular health conditions and circumstances. Any content contained in the Report are for informational purposes only and do not constitute medical advice. While we strive to provide accurate test results, we cannot guarantee their accuracy, completeness, applicability to your specific health condition(s) or the omission of false positives or false negatives. You acknowledge and accept that Welzo will not be liable for any misunderstanding, misinterpretation or misuse of any content found in the Reports and that you should not rely on the Report for any medical diagnosis or treatment decisions. You remain solely responsible for any actions you do or do not take before or after receiving the Report. We recommend that you always consult a licensed healthcare professional for advice on your specific health conditions and circumstances before adopting any advice offered in or based on the Report.

Additional Services. Where you harbour any health related concerns pursuant to a Report, Welzo advises you to consult with a licensed healthcare professional. In such circumstances, you may speak with a licensed health professional using Welzo’s Online GP Appointment service (as define below).

Follow-up Consultations. You assume full responsibility for reading and drawing conclusions from the Report obtained. You acknowledge and accept that Welzo does not, and will not, offer follow-up consultations based on the Report.

Unforeseen Circumstances. You acknowledge and accept that, in rare instances, laboratory testing may not be successful due to reasons beyond our control, such as insufficient sample volume, improper sample handling prior to testing, or biological reasons specific to the individual being tested. In such cases, a re-sample, at no further cost to you, may be necessary.

12. CANCELLATION AND RETURNS OF THE TESTING SERVICES

Cancellation of the Testing Services. You have the right to cancel the testing services in the following scenarios: (i) if you have changed your mind about the testing services; or (ii) if the testing services are performed late, you may have a legal right to get the testing services re-performed or to end the testing services and get some or all of your money back. If you are eligible to cancel an order for testing services, please contact us on either our help centre or by contacting us on hello@welzo.com. You have fourteen (14) days from placing an order to notify us of your wish to cancel an order.

Subscription Customers. For subscription customers, you can cancel the testing services through your dashboard at any time. If you cancel your testing services within this fourteen (14) day period, you will (subject to any deduction permitted by law) receive a refund for all money paid by you for the testing service. The refund will be made as soon as reasonably possible, but no later than fourteen (14) days after the date on which we were information about your decision to cancel the testing service. We will reimburse you using the same means of payment as you used for the initial transaction unless you expressly agree otherwise.

Deductions. We reserve the right to deduct reasonable amounts when a refund is requested by you. If we have sent a sample collection kit to you, you will be eligible for a refund minus an eight pound (£8) cancellation fee to cover the costs of the sample collection kit and its postage. If the kit has already been sent to our lab for processing, you will no longer be eligible for a refund. This is because we use an automated checking-in system upon receipt at our partner laboratories, which means we are not able to stop the processing of an individual sample once it reaches our lab. If you accept a retest at a discounted rate, we will not be able to process any further discounts or refunds.

Additional Cancellation Rights. Apart from your cancellation rights in Clauses 12.1 and 12.2, if: (i) you inform us and can demonstrate that the sample collection kit received is damaged or defective, you will be entitled to a replacement or, where we are unable to send you a replacement sample collection kit within a reasonable time, a refund of the relevant testing service price; and (ii) if the testing service is not otherwise carried out in line with the standards outlined in these Terms, you can require a repeat performance or, where we, the laboratory of the applicable doctor are unable to perform the repeat testing service within a reasonable service, you will be entitled to a refund of the appropriate amount.

Medical Testing Services. Please be aware that, once an order has been placed for any medical testing services, such testing services will not be eligible for a refund or a cancellation, as such medical tests contain a unique digital verification that is generated at the point of sale. If all of your health test results are compromised due to aged, insufficient, or haemolysed samples, affecting all biomarkers, you're entitled to one free retest. If at least one biomarker yields a result, a 60% discount on a retest is available.

13. ONLINE GP APPOINTMENTS

Online GP Appointments. Welzo’s online GP appointments involve the provision of information, advice, testing and treatment for a range of medical conditions (the “Online GP Appointments”). These Online GP Appointments are conducted by licensed and qualified doctors in the United Kingdom who are registered with the General Medical Council and who provide their services in line with the requirements of their professional bodies, the standards set by healthcare regulators and any other applicable regulatory bodies.

Appointment Codes. Online GP Appointments are only booked when you receive a unique appointment code which is specifically tailored towards you. These serve as a confirmation that you have booked an Online GP Appointment at a specific time and date and will be sent to you via email.

14. CANCELLATION, TRANSFERS AND REFUNDS OF ONLINE GP APPOINTMENTS

No Cancellations Accepted. Please be aware that we do not accept cancellations for Online GP This is because the appointment code generated for your scheduled consultation is a digital product uniquely designed for you and for the specific time slot you have booked.

No-Transferable Appointment Codes. The unique appointment code associated with your booking is non-transferable and cannot be used by any other individual. This ensures the privacy and security of your personal and medical information.

No Refunds Accepted. Due to the nature of the Platform, we are unable to provide refunds for any cancellations or missed Online GP Appointments. Please always make sure to double-check your availability before confirming your booking for an Online GP Appointment to avoid any inconvenience.

Rescheduling an Online GP Appointment. In the event that you need to reschedule your Online GP Appointment, please contact hello@welzo.com. We will do our best to accommodate your request subject to availability, but any such scheduling is not guaranteed and may not always be possible due to the limited availability of healthcare professionals.

15. LIABILITY

Exclusion of Liability. Nothing in these Terms limits or excludes either Party’s liability (as applicable) for: (i) death other personal injury caused by its negligence; (ii) fraud or fraudulent misrepresentation; or (iii) any other liability which cannot be limited or excluded by law.

Indirect and Consequential Losses. Notwithstanding any other Clause in these Terms, Welzo will have no liability to you for direct, indirect, foreseeable, special or consequential damages, even if you were notified of the aforementioned damages, including, without limitation, for any: (i) physical, mental, emotional or psychological harm; (ii) loss of or damage to property; (iii) costs of any substitute products or services; (iv) loss of data or information; or (v) any other economic or non-economic losses arising out of or related to your use of the Platform and any products and/or services purchased or used through the Platform.

Liability. Subject to Clause 15.1 and 15.2 and to the extent permitted by applicable law, Welzo’s maximum aggregate liability arising out of or relating to these Terms (whether based in contract, tort (including negligence) or any other legal or equitable theory) will be limited to the amount paid by you, where applicable, for any products or services purchased through the Platform (excluding any delivery or other similar fees).

Limitations. You expressly agree that any claims for damages against Welzo arising in connection with these Terms will be time-barred to twelve (12) months after the event giving rise to the claim.

16. Consent to Data Use for System Improvements and AI Healthcare Tools Development

User Consent

By accepting these Terms and Conditions at the point of purchase, B2C customers ("you") expressly agree to allow Welzo to utilise your data for the purpose of enhancing our systems and developing Artificial Intelligence (AI) healthcare tools.

Purpose and Scope of Data Use

Your data, including but not limited to information provided by you and your interactions with our service, may be used solely to improve our offerings and to develop innovative healthcare solutions. This data will not be used for any purposes unrelated to the services provided by Welzo.

Data Anonymisation and Security

All data used for these purposes will be anonymised and subjected to stringent security measures to ensure the protection of your privacy and confidentiality.

User Rights and Withdrawal of Consent

You retain the right to access, amend, or delete your data in compliance with applicable data protection laws. If you wish to withdraw your consent to use your data for the mentioned purposes, you may contact us at [Your Company’s Contact Information].

Updates to this Section

We may amend this section periodically to reflect advancements in technology, legal mandates, or changes in our practices. We will endeavour to notify you of significant modifications, but you are encouraged to review these Terms and Conditions regularly.

Inquiries and Clarifications

For any concerns, inquiries, or clarifications regarding this section, please reach out to hello@welzo.com.

By proceeding with your purchase, you acknowledge and agree to the terms outlined in this section.

17. ENTIRE AGREEMENT

Entire Agreement. These Terms constitute the entire agreement between the Parties regarding the subject hereof and supersedes all prior or contemporaneous agreements, understandings, and communications between the Parties, whether written or oral. Each Party acknowledges that, in entering into these Terms, it does not rely on, and shall have no remedies in respect of, any representation or warranty (whether made innocently or negligently) that is not set out in these Terms.

18. NO WAIVER

No Waiver. A delay in exercising or failure to exercise a right or remedy under or in connection with these Terms will not constitute a waiver of, or prevent or restrict future exercise of, that or any other right or remedy, nor will the single or partial exercise of a right or remedy prevent or restrict the further exercise of that or any other right or remedy.

19. INVALIDITY

Invalidity. If any provision of these Terms is or becomes unenforceable, it shall be deemed deleted, but that shall not affect the enforceability of the rest of the Terms.

20. RIGHTS OF THIRD PARTIES

Third Parties. Except as expressly provided by these Terms, a person who is not a Party to these Terms shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any provision of these Terms.

21. GOVERNING LAW

Governing Law. These Terms and any and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), shall be exclusively governed by, and construed in accordance with English law, without regard to conflicts of laws principles. The Parties agree that the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded.

22. JURISDICTION

Jurisdiction. The Parties irrevocably consent and submit to the exclusive jurisdiction and venue of the courts of London in all disputes or claims arising out of or in connection with these Terms or their subject matter or formation (including non-contractual disputes or claims).

These Terms were last updated on 27.08.23.