Terms and Conditions of Business

4.1 Any reference to term, terms, condition, conditions, terms and conditions, terms of business, or terms and conditions of business shall be interchangeable and apply to you using our services and ordering goods via the site.

4.2 Any reference to 'we', 'us' or 'our' in these terms is to Hexpress Healthcare Limited, and any reference to 'you' or 'your' is to the person accessing or using the site, its content, our services and goods and placing an order on our website.

4.3 Any reference to services refers to our clinical consultation and prescribing service, and any reference to goods refers to prescription medication or testing kits dispensed via our pharmacy network. Any reference to orders or treatment requests refers to the submission of a health questionnaire to us by you.

4.4 The singular includes the plural and vice versa unless the context otherwise requires.

4.5 We may make changes to these Terms and Conditions of Business, as well as the referenced and accompanying policies, website content and documentation at any time. However, the terms that apply to your order will be those in force at the time you submitted your order to us.

4.6 Any reference to content means any text, images, video, audio or other multimedia content, software or other information or material, including medical information or literature referenced and/or submitted to or on the site.

5.1. The site, any services, goods and digital content are provided for your domestic and personal non-commercial use only, any other use is not permitted.

5.2. If you use our services and/or buy goods on our site you agree to be legally bound by:

5.3. You agree that you are solely responsible for:

5.4. If you access the site from locations outside the UK, you are responsible for compliance with local laws where they are applicable.

5.5. We seek to make the site as accessible as possible. If you have any difficulties using the site, please contact us at enquiry@healthexpress.co.uk

5.6. We may prevent or suspend your access to the site if you do not comply with any part of these terms and conditions of business, and any terms, conditions or policies to which they refer, or any applicable law.

5.7. Nothing in this agreement affects your legal rights under the various relevant acts.

6.1. Please check your health questionnaire and personal information carefully, and correct any errors, particularly the medical information you provide, before you submit it to us.

6.2. It is a condition of this agreement, and you also warrant to us, that you undertake to complete our online consultation questionnaire in full, truthfully and honestly, revealing and disclosing all and any relevant information to the best of your knowledge. Our clinical and dispensing services are provided to you only on the basis that you have read, agreed and accept all of the Terms and Conditions contained within the Patient Responsibility Agreement.

6.3. Likewise, it is a condition of this agreement, and you also warrant to us, that you undertake to complete all video consultations in full, truthfully and honestly, revealing and disclosing all and any relevant information to the best of your knowledge.

6.4. This agreement becomes immediately void if you answer any question untruthfully.

6.5. After you submit your health questionnaire, we will send you an acknowledgement email to let you know that we have received the questionnaire and it is being reviewed by a member of our prescribing team. This does not mean that your submission has been accepted by us.

6.6. Your submission of a health questionnaire is an offer to buy prescription medicines after a consultation with a member of our prescribing team. When you make this offer you are confirming that you are making a fully informed decision and consent to the proposed course of treatment recommended to you by the prescribing team, which is considered to be in your best interests to treat your clinical picture, based on the information you have provided and the digital content provided by us and on these terms of business. This informed decision is based upon knowing the suitable treatment options for you as well as the risks and benefits associated with those treatment options. This includes the option of no treatment.

6.7. We warrant and undertake that your consultation questionnaire will only be viewed by the prescribing clinician and the medical staff for the purpose of treating your medical condition. There may be occasions when the Customer Services Team will act as a conduit between you and the medical team regarding any other information that may be required in order for the doctor to assess the suitability of the prescription for your presenting condition. If you wish to contact the doctor directly, please mention this to the Customer Service Representative, who will make the necessary arrangements.

6.8. We warrant and undertake that any prescription that the prescribing practitioner may issue, or any medicine they may prescribe, is only filled and dispensed by qualified and registered pharmacists.

6.9. Acceptance of your health questionnaire and the issuing of a prescription by us takes place when we send you a confirmation email. At this point, a legally binding contract is formed between you and us on these terms.

6.10. If we do not accept your offer, for example, because a prescription is not in your best interests from a clinical point of view, or we are unable to take payment, or what you’ve ordered is unavailable, or you are under 18, or the Doctor refers you to your general practitioner, or you have ordered too many goods within a specific period of time, or there has been a mistake regarding the pricing or description of the goods, services, or digital content, we will email you using the details you provided when you submitted your health questionnaire. We have the right to reject any offer to purchase our services and/or medication for any reason.

8.1. All prescription medications are subject to a clinical assessment for suitability based on your presenting clinical picture and past medical history, as well as the availability of the medication. For the avoidance of doubt, the final clinical assessment and prescribing decision rests with the Clinical Lead.

8.2. We cannot guarantee that any goods, services, or digital content will be available at any given time. For example, access to digital content may be temporarily unavailable while we carry out maintenance or for other technical reasons, but we try to keep this interruption to a minimum at all times. Another example is whether there is a national or global shortage of supply of certain medications.

8.3. If we cannot supply certain goods, we may need to substitute them with alternative goods of equal or better standard and value. In this case, we will let you know if we intend to do this, but this may not always be possible. You can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know for how long such an offer remains open.

8.4. In certain circumstances beyond our reasonable control, for example, where there has been a change in law, we may need to stop supplying certain goods, services or digital content. If this happens and it affects your order, we will notify you by email, cancel your order and:

9.1. Descriptions of our goods, services and digital content are set out on our website. Please read the descriptions carefully. Any pictures and images provided on the website, including any packaging, are for illustration purposes only. Your goods and their packaging may vary slightly from those pictures or images. We cannot guarantee that the colours displayed on your device will match exactly the appearance of your goods. The colours of the goods displayed on our website may vary depending on what device you are using and your settings.

9.2. The description of the condition is subject to the content on our condition pages, which should be read in conjunction with any external references contained in the same content.

9.3. The description of the medication is based on the medication’s summary product characteristics provided by the pharmaceutical manufacturer.

10.1. The dispensing of any medication is subject to a prescription being generated and issued by our doctor’s consultation service.

10.2. We will deliver or supply your medication to the address specified by you when you submit your health questionnaire, or if you are based in Norway, we will provide you with the electronic prescription that can be dispensed by the Norwegian pharmacy of your choice. We offer delivery with either Royal Mail, DHL or UPS to guarantee a fast and efficient delivery service. You can find detailed information on all shipping options on our Delivery and Returns page. We do not charge extra for next-day delivery. For further information on delivery options, click here.

10.3. Please note that in some jurisdictions our UK-based in-house pharmacy is not selling and supplying the medical products to you and we are not responsible for dispatching or arranging the delivery or supply of the medication to you. If you choose to buy the products from our international pharmacy network or any other pharmacy of your choice, you accept their general terms and conditions.

10.4. Age and ID verification software may be used to properly identify you and in some cases, you may be asked to provide the delivery representative with a form of ID (passport or photocard driving licence).

10.5. For UK orders, once your order has been dispatched, we will send you an email with all the tracking information, which you can track via our site. The estimated date and time window for delivery of the goods is set out in the confirmation email. You can request that we deliver goods to your workplace or another address. Once a package is shipped, you are bound by the terms and conditions of use of our shipping agents or representatives.

10.6. Any delivery or supply dates stated during the order process, or in your order acknowledgment or order confirmation emails, are estimates, but we will do all that we reasonably can to deliver your order within the delivery period or on the delivery date provided to you. If your delivery is delayed, we will email you to let you know as soon as reasonably possible. However, we are not liable to you for any losses you incur if delivery is delayed because of circumstances beyond our control (for example, severe weather, accidents or unpredictable traffic delays).

10.7. Each order is carefully packaged to protect the product as well as your privacy. Medications are dispatched in a safe box placed inside a standard courier envelope with no mention of the brand or the parcel's contents.

10.8. In some cases, you may be asked to confirm receipt of the medication. If this is not possible, please contact us. If no one is available to take receipt of the medication, we will follow the instructions you provided to us (e.g., leaving it in a specified safe location or with a neighbour or nearby business), and our shipping agent or representative may email you to let you know where they have left your package. If they are unable to follow your instructions, they will notify you by email.

10.9. Please examine the goods as soon as possible after receipt and notify us of any fault, damage or incompleteness within 3 days from the time of delivery.

10.10. Once your order has been delivered or supplied to your address, the risk in the goods passes to you and the goods are classed as having been ‘delivered or supplied’. This means that you are responsible for the goods and we are not liable to you if the goods are stolen or damaged after they have been delivered or supplied to you. This does not affect your legal rights if the goods are faulty or misdescribed.

11.1. We will provide the doctor's clinical consultation services after you have submitted your health questionnaire. We only provide services within the areas specified on our site, and these services are only available online, usually through the submission of a health questionnaire, but sometimes via a video consultation, please see paragraph 12 for more information.

11.2. We are not liable to you for any harm or losses you incur where the services are delayed or cannot be performed because you fail to provide us with sufficient information regarding your presenting clinical picture or past medical history. This information is needed to enable a safe and effective clinical decision to be made on the most appropriate course of treatment for you in your best interests.

11.3. All our medical and pharmacy staff are qualified, registered and licensed with their respective professional bodies, please see paragraph 13 below. Full details of both the Doctor and Pharmacist used for your treatment are available on our website (https://pets.healthexpress.co.uk).

11.4. We believe it is in your best interests that you inform your General Practitioner and/or regular prescriber about this consultation. This is to ensure that they can provide you with continuous follow-up and care. Our prescribing clinician will take full responsibility for your care and aftercare whilst you are a user of our independent healthcare service. You may be required to attend a follow-up consultation with one of our doctors as part of the course of treatment. For UK prescriptions, we will be able to write to your GP directly but only if you provide us with their details and with your consent.

12.1. For certain types of medical conditions and prescriptions, it is in your best interests as the patient, as well as being recommended (but not required) by the healthcare regulators, to conduct a video consultation with you. This type of consultation is booked as part of your medical questionnaire process.

12.2. Once you have booked your video consultation, selected the most convenient time for you, and where possible selected your doctor of choice, we will send you a booking confirmation email and calendar notification. Please use the connection details provided and make sure you are ready to start the consultation promptly as the doctor will have a designated time slot to meet with you. If you are late, there may not be enough time for the doctor to consult with you and you will be fully charged and asked to rebook another video consultation.

12.3. When you attend the consultation you must be honest, accurate and reliable by revealing and disclosing all the relevant information to the best of your knowledge to the doctor per our Patient Responsibility Agreement.

12.4. If you need to reschedule the consultation, you can do so up to 2 hours before the scheduled consultation time. After this time, we are not able to reschedule the consultation as the doctor will have already committed themselves to the appointment and you will be charged in full for the consultation.

12.5. If you no longer require or want the video consultation, you can cancel and obtain a full refund as long as it is 24 hours ahead of the scheduled consultation. We cannot offer a refund within the 24 hour period immediately prior to the scheduled consultation because the doctor will have been booked already. However, you can reschedule the consultation as per paragraph 12.4 above.

12.6. If your connection to the video consultation is lost or interrupted due to your device or internet provider, it may not be possible to reconnect, and you may be fully charged and asked to rebook a new consultation. This is separate from your ability, or your choice, to terminate the video consultation at any time. This can be done by asking the Doctor or by pressing the ‘stop’ button during the consultation, but you will be fully charged for the consultation.

13.1. As a UK headquartered organisation we are regulated by:

13.2. Our professional clinical staff members are registered with and regulated by various regulatory organisations in the European Economic Area and European Union, and in the UK these include:

13.3. The Doctors providing the medical assessment and video consultations in the UK are registered and licensed with the General Medical Council (GMC). Our international doctors are registered and licensed with their respective medical regulators, which is the national equivalent of the GMC.

13.4. Our international pharmacy network is registered and licensed with their respective regulators, whilst the Pharmacy and the Pharmacists in the UK are registered and licensed with the General Pharmaceutical Council (GPhC): under Registration Number 9011703. For more information, click here https://www.pharmacyregulation.org/

14.1. Our clinical and dispensing services are provided to you only on the basis that you have read, agreed and accepted all of the Terms and Conditions contained within the Patient Responsibility Agreement or the Pet Owner Responsibility Agreement.

14.2. If you are under the age of 18, you may not buy any goods, use our services or access our video consultation service from the site. If we are notified that you are under 18 or were under 18 when you entered, attempted or attempt to enter into any transactions or consultations on our site, we will immediately prevent you from entering into any transactions or using your account or obtaining any medication from our site. We shall investigate the claim that you are or were underage, including whether you have been using our goods and services for or at the behest or on behalf of another person, and we will notify relevant authorities, whether they be your parents, guardians, the police or regulatory bodies, that you have sought to use or used our site while you were or are under age.

14.3. Any goods and services are provided to you for your domestic and personal use only. You must not use our goods, services or digital content for commercial, business or resale purposes.

15.1. Prices for our services and medications are set out on our website. The price for treatment is subject to the condition and prescription. There may be separate costs for any necessary video consultation. In some jurisdictions, you will be contracting with our international pharmacy network which will be dispensing the medication on our behalf but the price will still be combined for our services and the medication.

15.2. The price includes delivery and/or collection charges and will be clearly marked for your consideration at the time of your submission of the health questionnaire. Prices may change at any time, but such changes will not affect existing requests for treatment.

15.3. Delivery or supply fees will be collected by us when you pay for your order, and these fees will be passed on to the dispensing pharmacy. Some prescriptions will be dispensed by our network of international pharmacies rather than our own in-house pharmacy in the UK. In these cases, the contract between you and us does not include the sale of the medical products and any delivery services. Accordingly, our international pharmacy network will perform the delivery or supply of your products to you under a separate contract between you and them. We will also collect the delivery fees if you pay for your order as an agent for another pharmacy of your choice, provided that this pharmacy has previously given us its consent to charge fees. The licensed pharmacy or other pharmacy of your choice will carry out the delivery of your products to you under a separate contract between you and them.

15.4. The price of the goods and/or services are inclusive of VAT and are in:

15.5. For our patients based outside the UK, please note that you shall be responsible for paying import duties, VAT or other taxes (if applicable). If you are located in the EU/EEA and ask a delivery company to deliver your products to an EU/EEA address outside the UK, you should contact your local customs for more information regarding costs and procedures. As a buyer, you may also be the importer of record and you must make sure that your ordered products are compatible with the laws of your country.

15.6. If there has been an error on the website regarding the pricing of any of our goods or services and this affects your order, we will try to contact you using the contact details you provided when you placed your order. We will give you the option to re-confirm your order at the correct price or to cancel your order. If we are unable to contact you, we will treat the order as cancelled and notify you by email.

16.1. Some jurisdictions may be different but generally we accept the following debit and credit cards: Visa, MasterCard and American Express. All credit card and debit card payments need to be authorised by the relevant card issuer.

16.2. We will do all that we reasonably can to ensure that all of the information you give us when paying for the goods and services is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information you give us.

16.3. Any goods or services you buy from us must be paid for in advance of the medication being dispensed. Your credit card or debit card will only be charged when the goods are dispatched or when the consultation with the doctor is booked. If your payment is not received by us and you have already received the goods, you must pay for such goods within 30 days.

16.4. If we are unable to take payment from your card, we will try to contact you using the contact details you provided when you placed your order. If we are unable to contact you, we will cancel your order and notify you by email.

16.5. These payment terms do not affect your legal rights to cancel the contract during the 'cooling-off' period - see paragraph 17 below.

17.1. Except in the circumstances listed in paragraph 17.2, you have the right to change your mind and cancel your order as follows:

17.2. You do not have the right to cancel orders for perishable, bespoke or personalised goods. You also lose your right to cancel in the following circumstances:

17.3. The pharmacist must destroy any medication within 60 days of it being returned, even unopened boxes, so we are unable to offer refunds once the treatment has been dispatched.

17.4. In light of the above and given the type of goods and services offered on our site, this exception applies, and you have no right to cancel. However, we are exercising our discretion and giving patients the right to cancel their order up to the point when their treatment or testing kit is dispatched.

17.5. To cancel your order, please email us at enquiry@healthexpress.co.uk or call us on 0203 322 9966. To help us process your cancellation more quickly, please have your order number ready or include it in the email you send to us.

17.6. If you cancel this contract before the point of dispatch, we will reimburse you for all payments received from you. We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.

17.7. We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

17.8. If this contract is ended it will not affect our right to receive any money that you owe to us under this contract.

18.1. If you cancel an order for goods or testing kits and you have already received your order, you must return the goods to us within 14 days of telling us that you want to cancel your order. We strongly recommend that you get proof of postage.

18.2. Goods and testing kits must be returned to us in a new and unused condition and, to the extent possible, in their original packaging. You are responsible for the goods while they are in your possession.

18.3. Please review our Delivery and Returns information page for further information.

18.4. Any goods or testing kits that we provide to you must be as described, fit for purpose and of satisfactory quality. Any services that we provide to you must be provided with reasonable care and skill.

18.5. We are under a legal duty to supply goods, services and digital content that conform with our contract with you. Please examine the goods as soon as possible after receipt and notify us of any fault, damage or incompleteness within 3 days from the time of delivery.

18.6. This is a summary of some of your key rights. They are in addition to your cancellation rights set out in paragraph 18 above. For more detailed information on your rights, please review our Refund Policy for further information.

19.1. Our subscription service allows you to continue your treatment without interruption (between review dates set by our Doctors) via the continuous supply of your medication further to your obtaining repeat prescriptions from our Doctors (subscription). Prescriptions are doctors' written authorisations for a patient to purchase a prescription medicine from our pharmacy.

19.2. Under a subscription, you can obtain discount repeat prescriptions from our Doctors. We will deliver your subscribed product to you on a recurring basis following your choice and subject to our Doctors' recommendations and will charge your payment card. By purchasing a subscription from our website https://pets.healthexpress.co.uk, you authorise us to charge your payment card on an agreed recurrent basis for a specified amount at specific intervals chosen by you and, recommended and agreed to by our Doctors. Please note that some treatments are only available under the subscription. Please note also that our overall service consists of doctors' and pharmacy services (consultation, prescription, medication, dispensing, dispatching) and our fees as displayed on our website, cover our overall service costs.

19.3. You may cancel your subscription at any time by writing to: enquiry@healthexpress.co.uk or via the 'My Subscriptions' section in your dedicated patient area. Once your subscription is cancelled, you will have revoked your payment authority to us and we will not charge your payment card any further or dispatch any products to you.

19.4. Should your payment card expire or fail for any other reason, and you do not provide updated payment details, we will automatically cancel your subscription and if products have already been dispatched to you and your card has already been charged, we will not be able to offer you a refund. Please note that paragraphs 17.1 to 17.8 also apply.

19.5. Please note also that your subscription will be cancelled should our Doctors determine that this subscription is no longer necessary or relevant to the treatment of your condition, and the cancellation provisions in this Agreement will apply.

21.1. If we breach these terms or are negligent, we are liable to you for foreseeable loss or damage that you suffer as a result. By ‘foreseeable’ we mean that, at the time the contract was made, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).

21.2. We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage.

21.3. Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit.

25.1. We may transfer our rights under these terms to another business without your consent, but we will notify you of the transfer and make sure that your rights are not adversely affected as a result.

25.2. You are not allowed to transfer your rights under these terms to anyone without our prior written consent.

26.1. We own this site and all intellectual property rights in it including but not limited to any content. Intellectual property rights mean rights such as copyrights, trademarks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind whether or not they are registered or unregistered (anywhere in the world). We reserve all of our rights in any intellectual property in connection with these terms and conditions. This means, for example, that we remain owners of them and are free to use them as we see fit.

26.2. All material contained and presented on this site, including but not limited to text and graphics is our copyright or similar rights, unless otherwise expressly stated. We reserve all its rights and strictly forbid any unauthorised use or duplication. Any statutorily authorised rights to print or download are strictly limited to your sole personal use. No material, however, can be used for any commercial purpose whatsoever.

26.3. The use of any trademarks on the site is strictly prohibited unless you have our prior written permission. Any copies of the pages of this site which you save, by any means whatsoever, can only be used for subsequent viewing purposes or to print extracts for personal use. Unless otherwise expressly permitted in writing, you may not create a database in any form whatsoever of these web pages.

26.4. You agree not to adjust, try to circumvent, or delete any notices contained on the site (including any intellectual property notices) and in particular in any digital rights or other security technology embedded or contained within the site.

26.5. Nothing in these terms and conditions grants you any legal rights in the site other than as necessary to enable you to access the site.

27.1. If you are unhappy with us or the goods, services or digital content we have provided to you, please contact us at complaints@healthexpress.co.uk. You can also contact us by post by writing to our head office address:

27.2 Our Complaints Policy is available here:
https://pets.healthexpress.co.uk/legal/complaints-procedure

27.3 If at completion you still remain unsatisfied with the outcome or the way your complaint has been dealt with, the following organisations may provide independent advice and support:

28.1. The laws of England and Wales apply to these terms and conditions of business and the agreement between us, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.

28.2. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Last updated: December 2024