Terms and conditions

These terms apply when you create an account or submit an assessment with Manova. They do not affect your legal rights as a consumer under the Consumer Rights Act 2015 or other consumer law.

Not an emergency service: for urgent help call 111, or 999 in an emergency. In Northern Ireland, contact your GP or GP out-of-hours service, or call 999 in an emergency.

Contents

1. Who we are
2. Who can use our service
3. How the service works
4. Your responsibilities, side effects and your GP
5. Prices, payment and refunds
6. Your treatment plan: payments, reviews and pausing
7. Cancelling your plan, and your right to change your mind
8. Delivery
9. If something goes wrong
10. Your account and acceptable use
11. Our responsibility to you
12. Complaints
13. Changes, governing law and other terms

1. Who we are

Manova is operated by Manova Health Limited, registered in England and Wales, company number 16450205. Registered office: Business First, Northlight Parade, Brierfield, Nelson, BB9 5EG. Email hello@manova.co. Support hours 8am to 8pm, Monday to Sunday. We do not have a phone line, so please contact us by email.

We are a CQC registered clinic, provider ID 1-24107057386. Our clinicians are GMC-registered doctors and GPhC-registered pharmacist independent prescribers. We are not a pharmacy: a separate registered pharmacy dispenses your medicine and posts it to you. Orders are dispensed by a GPhC-registered pharmacy in our partner network, and its details are printed on your medicine’s label.

We are registered with the Information Commissioner’s Office, registration number ZB911971. Our patient platform, covering assessments, accounts and the prescribing workflow, is provided by Healthera Ltd, company number 09609198, on our behalf. Our services are private healthcare, not NHS services.

2. Who can use our service

You can use our service if you are aged 18 or over, live in the UK with a UK delivery address, are using it for yourself and not for anyone else, and can consent to your own treatment. We may need to check your identity and age before treatment, and cannot treat you if we cannot verify them.

3. How the service works

1. You complete an online medical assessment.
2. When you order, we place a hold on your card. You’re only charged if your clinician approves your treatment. If they don’t, the hold is released and you’re not charged.
3. A registered clinician reviews your answers, and may ask you questions, ask for more information or evidence, or ask for your consent to contact your GP.
4. If treatment is clinically appropriate the clinician issues a prescription. If it is not, we tell you, the hold on your card is released and you’re not charged.
5. We send the order to our partner pharmacy, which dispenses your medicine and posts it in discreet, unbranded packaging.
6. Your plan then continues for the length of your course: one payment and one box at the interval of your plan (section 6).

Our clinicians decide, and they can say no. Every prescribing decision is made by a registered clinician using their professional judgement; there is no automated prescribing. Paying for an assessment does not guarantee a prescription, or a particular medicine, dose or quantity. A clinician may decline to prescribe, prescribe something different, change your dose, limit quantities, pause or stop treatment, or suggest you are seen elsewhere.

Some treatments need extra checks before they can be prescribed safely. A clinician may ask for more information, for verification of your identity, or for evidence to support what you have told us, and may decline to prescribe if they cannot get what they need.

We are not your GP and not an emergency service. We treat specific conditions online and do not provide general medical care. If you are unwell, need urgent help or have symptoms that worry you, call 111, or 999 in an emergency. Keep using your GP for your general healthcare. Information on our website is general information, not personal medical advice.

4. Your responsibilities, side effects and your GP

To keep you safe, you must:

• answer honestly and completely, in your assessment and at any later check-in — including about your medical history, every other medicine you take (including anything bought elsewhere or prescribed by another provider), allergies, weight and symptoms;
• tell us promptly if things change, including if you become pregnant or are planning to;
• use your own details and never order for anyone else;
• read the patient information leaflet, take your medicine only as prescribed and store it as instructed; and
• keep medicines away from children and never share them.

Our clinicians rely on what you tell them, and false or incomplete information can lead to unsafe treatment. If we reasonably believe information has been deliberately falsified, or our service misused, we may cancel your order, suspend or close your account, and where appropriate share information with the relevant authorities.

Side effects. If you have side effects or are worried about your treatment, contact our support team at hello@manova.co and a member of our clinical team will respond. If your symptoms are severe or urgent, do not wait for our reply: call 111, or 999 in an emergency. You can also report a suspected side effect to the medicines regulator through the MHRA Yellow Card scheme.

Telling your GP. Your GP holds your full medical record, so sharing helps keep you safe. For some treatments we will ask for your GP’s details and your consent to share information with them. That is your choice, but if you do not consent, or do not have a GP, the clinician will decide whether it is still safe to prescribe and may decline. We would only share without your consent where the law requires it or someone is at risk of serious harm.

5. Prices, payment and refunds

Prices are shown before you submit your assessment and include VAT where it applies. We show the total price, before you pay. Standard delivery is free.

Your treatment is a plan paid at the interval of your plan: monthly, every 3 months or every 6 months (section 6). When you order, we place a hold on your card. You’re only charged if your clinician approves your treatment. If they don’t, the hold is released and you’re not charged. After that, each payment is taken at your plan’s interval from the card you gave us, on the date shown in your account. Payments are processed securely by our payment provider; we do not store your full card details. If we change our prices, the change applies to new plans only: the price shown when you submit your assessment is the price for your course.

Once a medicine has been dispatched, it can’t be returned or refunded, except where it’s faulty or wrong. This is for health and safety reasons, which UK consumer law allows for medicines.

You can cancel future orders at any time before the next payment.

6. Your treatment plan: payments, reviews and pausing

How your plan works. When a clinician approves your treatment, it starts as a plan for a set course of 3, 6 or 12 months. Weight-loss plans currently run as 6-month courses. You pay and receive a box at the interval of your plan: monthly, every 3 months or every 6 months. A month means 28 days, so monthly plans renew every 28 days (13 payments a year). Some monthly plans step the dose up box by box as your clinician has planned, and the price of each box is shown before you start.

Renewals. Your plan renews automatically: each payment is taken from your card at your plan’s interval until your course ends, or you pause or cancel. Cancelling stops all future payments. You can cancel future orders at any time before the next payment.

Reminders. We remind you a few days before each payment, so it never comes as a surprise. You can see your next payment date and amount in your account at any time.

Reviews. At the end of your course, a clinician reviews your treatment before anything more is charged or sent. You will be asked a few short questions; nothing is charged while you wait for the review. A clinician may also review your treatment during the course, for example if you report side effects or a change in your health. While a review is open your plan is paused and you are not charged. A clinician may change, pause or stop your treatment on clinical grounds, and a payment is never a promise of a prescription.

Pausing. You can pause your plan at any time from your account. While it is paused you are not charged and nothing is sent; if you have paid for a box that has not been sent yet, we keep it and send it when you restart. You can restart at any time from your account. If it has been a while since your last supply ran out (more than 6 weeks for weight loss treatment, or 3 months for other treatments), we will ask you a few quick questions and a clinician will check nothing has changed before it restarts.

We may stop supplying if a clinician decides treatment is no longer appropriate, if a medicine becomes unavailable, if we stop offering a treatment, or if you seriously break these terms. We will tell you and refund anything you have paid for a box we will not send.

Do not stop or change a treatment you are already taking without advice — stopping some medicines suddenly can affect your health. If you are unsure, contact our clinical team or your GP.

7. Cancelling your plan, and your right to change your mind

You can cancel your plan at any time from your account. Once cancelled, it stops: you will not be charged again and no further boxes are sent. You can cancel future orders at any time before the next payment. A box you have already paid for is still sent.

Once a medicine has been dispatched, it can’t be returned or refunded, except where it’s faulty or wrong. This is for health and safety reasons, which UK consumer law allows for medicines. The pharmacy prepares and labels the medicine for you individually, and it cannot be reused for anyone else. Your rights if something is faulty, damaged or wrongly supplied are not affected — see section 9.

A cancelled plan cannot be restarted; if you want treatment again, you can start a new assessment at any time.

Your statutory rights. For most things bought online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days to change your mind. Medicines supplied on prescription are different, and the Regulations say so: the right to cancel does not apply to a contract for the supply of a medicine under a prescription (regulation 27(2)(a)).

We cannot accept returns of medicines except where they are faulty or we sent the wrong item. If you have medicines you no longer need, take them to any pharmacy for safe disposal rather than putting them in your bin.

8. Delivery

We deliver to UK addresses only by tracked courier. Parcels are discreet and unbranded, with nothing on the outside showing what is inside. Delivery times run from when the pharmacy dispenses and posts your medicine, not from when you submit your assessment, and can be affected by clinician review, identity checks, stock or courier problems.

Please check your delivery address is correct. Your order becomes your responsibility once it has been delivered to you or to someone you have nominated; until then it is ours. If a delivery fails, the courier will try again or return the parcel; a parcel returned to the pharmacy cannot be sent out again where the medicine may have been affected. Contact us if your order has not arrived when you expected it, or if it arrives damaged or already opened — do not use a medicine from a damaged parcel. This does not limit your legal rights.

9. If something goes wrong

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose, and services must be carried out with reasonable care and skill.

If your medicine is faulty, damaged, not as described or not what was prescribed, do not use it and contact hello@manova.co. We will arrange a replacement or refund as the law requires, and we will pay any return costs.

No medicine works for everyone. Treatment not working as you hoped does not by itself mean it is faulty, but please tell us, as a clinician may be able to review it.

10. Your account and acceptable use

Keep your login details private, tell us straight away if you think someone else has accessed your account, and keep your contact and delivery details up to date. You can close your account at any time. We keep your clinical records for the period set out in our Privacy policy.

You must not use our service unlawfully or fraudulently; obtain medicines for anyone else or resell them; get around our clinical or identity checks, for example by opening extra accounts or changing your answers to become eligible; interfere with our website or platform; copy or scrape our content; or be abusive towards our team. We may suspend or close accounts where these terms are seriously broken, and we will refund anything paid for supplies we do not send.

We cannot promise the website will always be available or error-free, and we may change it. Its content belongs to us or our licensors, and you may view and print it for your own personal use only.

11. Our responsibility to you

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill.

We do not exclude or limit our liability where it would be unlawful to do so. That includes liability for death or personal injury caused by negligence, by us or by our employees, clinicians, agents or subcontractors; for fraud; for breach of your rights under the Consumer Rights Act 2015; and for anything else that cannot be excluded by law.

We are not responsible for loss that is not foreseeable; for business losses, as our service is for personal use; for harm caused because you gave inaccurate or incomplete information or did not follow your clinician’s advice or the instructions supplied with your medicine, except where we or our clinicians were also at fault; or for delays caused by events outside our reasonable control, in which case you can cancel any order that has not yet been sent to our partner pharmacy and receive a refund.

12. Complaints

If something has gone wrong, please tell us. Email hello@manova.co with “Complaint” in the subject line, saying what happened and what you would like us to do. If someone is complaining on your behalf, we will need your consent before discussing your care with them.

We will acknowledge your complaint within 3 working days and aim to give you a full response within 20 working days. If we need longer, we will tell you why and keep you updated.

If you are not satisfied with our response, you can contact:

• the Care Quality Commission, about the safety or quality of our service. The CQC does not investigate or resolve individual complaints, but it uses what people tell it;
• the General Medical Council, about a doctor’s fitness to practise;
• the General Pharmaceutical Council, about a pharmacist independent prescriber or the pharmacy that dispensed your medicine; or
• the Information Commissioner’s Office, about how we have handled your personal information. See our Privacy policy.

We are not currently a member of an alternative dispute resolution (ADR) scheme, so if we cannot resolve your complaint between us, the routes above and the courts are open to you. The Parliamentary and Health Service Ombudsman cannot look into complaints about privately funded healthcare.

13. Changes, governing law and other terms

Changes. We may update these terms, for example if the law, regulatory guidance or our service changes. Changes never take effect simply by being posted on our website, and they apply to future orders only: the terms in force when you submit an assessment govern that order.

Governing law. These terms are governed by the law of England and Wales. If you live in Scotland you may bring proceedings in Scotland or in England and Wales; if you live in Northern Ireland, in Northern Ireland or in England and Wales. You keep the benefit of any mandatory consumer protections that apply where you live.

Other terms. We may transfer our rights and obligations, for example if the business is sold; we will tell you and your rights will not be reduced. You may not transfer yours, and no one else can enforce these terms. If a court finds part of them unlawful, the rest continues to apply, and if we do not insist on something straight away we can still insist on it later. We use your information as set out in our Privacy policy. These terms, and our communications with you, are in English.

Contact. hello@manova.co, 8am to 8pm Monday to Sunday, or Manova Health Limited, Business First, Northlight Parade, Brierfield, Nelson, BB9 5EG.