Pharmacy Terms

1About these Pharmacy Terms

These Pharmacy Terms apply to the dispensing, supply and delivery of prescription products made available through Healir and dispensed by our partner pharmacy, APC Labs Ltd.

These Pharmacy Terms should be read together with Healir's Terms and Conditions, Privacy Policy, Cookie Policy, Refund Policy and any treatment-specific information shown during your online consultation or checkout.

If there is an inconsistency between these Pharmacy Terms and Healir's general Terms and Conditions, these Pharmacy Terms take priority only to the extent the issue specifically concerns the pharmacy arrangements described here. Nothing in either document limits a statutory consumer right or a legal or professional obligation owed by APC Labs Ltd, a pharmacist or a prescriber.

2Healir and APC Labs

Healir Ltd operates the Healir website and platform and provides associated administrative services. Patients use Healir to provide information for an online consultation, manage their account and orders, and access treatment where a qualified prescriber determines that prescription treatment is clinically appropriate.

APC Labs Ltd is the registered pharmacy partner responsible for the pharmacy functions it performs, including receiving prescriptions for dispensing, carrying out pharmacy checks, compounding where applicable, dispensing, labelling, maintaining required pharmacy records and arranging supply or dispatch of medicines.

Healir does not itself compound or dispense medicines and does not direct a pharmacist's professional judgment. Healir may transmit prescription and order information, facilitate payment and order administration, provide patient-facing order updates, and act as a first point of contact for support.

APC Labs Ltd remains responsible for its own pharmacy and professional obligations. The precise contractual and payment arrangements between Healir, APC Labs Ltd and the patient may depend on the service and ordering model in use. These Pharmacy Terms do not seek to re-characterise APC Labs Ltd's independent regulatory responsibilities or remove any rights you have against the party legally responsible for the relevant goods or service.

3Partner pharmacy details

Healir’s dispensing pharmacy partner is:

4Dispensing and supply

Prescription products are dispensed by APC Labs Ltd directly to the patient named on the prescription.

Products will not be dispensed to you unless a valid prescription has been issued by an appropriately registered prescriber and APC Labs Ltd has completed the required pharmacy checks.

The pharmacy responsible for dispensing your product should be identified on the dispensing label or pharmacy documentation supplied with your order.

APC Labs Ltd may refuse, pause or query dispensing where this is necessary or appropriate in the pharmacist's professional judgment, including for legal, regulatory, clinical, patient-safety, stock, prescription-validity, misuse-prevention or safeguarding reasons. A prescription does not oblige a pharmacist to dispense where the pharmacy considers that supply should not proceed.

Some products supplied through APC Labs Ltd may be specially prepared or compounded for an individual patient and may be unlicensed medicines. Where an unlicensed or specially prepared medicine is prescribed, the prescribing and pharmacy teams remain responsible for the professional checks and information required for that supply. You should follow the instructions provided by your prescriber and pharmacy and ask if anything about the medicine or its licensed status is unclear.

5Dispensing conditions

APC Labs Ltd will only dispense a prescription product where the pharmacy is satisfied that the relevant conditions have been met. These may include:

• a valid prescription has been issued by an appropriately registered prescriber;
• the prescription relates to you personally and matches the details provided during your consultation;
• the pharmacy has received the prescription and relevant order information;
• payment has been received or authorised, where applicable;
• the pharmacy has completed its required legal, regulatory, professional and clinical checks;
• the product is available and suitable to supply;
• there are no unresolved safety, identity, misuse, fraud or safeguarding concerns.

If further information is needed before a product can be dispensed, Healir, the prescriber or APC Labs Ltd may contact you. If the information is not provided, the order may be delayed, cancelled or declined.

APC Labs Ltd currently states that it endeavours in most cases to compound and dispense medication within 24 hours after receiving an order from a prescribing clinic, but that busy periods or availability issues can extend this to up to three working days. This is a service aim rather than a guaranteed patient delivery time, and delivery time begins separately after dispensing.

6Delivery

Once a prescription product has been approved for dispensing and prepared by APC Labs Ltd, it will be sent to the delivery address provided by you, unless otherwise stated during checkout or in your order confirmation.

Delivery may be handled by APC Labs Ltd, a postal provider, courier or other delivery partner. Delivery times shown on Healir or in order communications are estimates only and are not guaranteed.

You are responsible for providing a complete and accurate delivery address and for telling Healir promptly if you notice an error. Neither Healir nor APC Labs Ltd excludes responsibility that cannot lawfully be excluded. We will not be responsible to the extent a failed delivery is caused by inaccurate information you supplied or circumstances genuinely outside reasonable control, but this does not affect any statutory right you have where medicines or other goods are not delivered as agreed.

Some prescription products may require tracked delivery, signature, identity verification, age checks or other delivery safeguards. APC Labs Ltd's published terms currently advise allowing up to two weeks from the dispensing date for UK first-class post before reporting non-receipt to the pharmacy; where medication sent under that process has not arrived, APC Labs states that it investigates the missing package and issues a replacement. Other delivery methods may have different tracking or investigation procedures.

7Support and queries

Healir provides customer support for users of the Healir platform. If you have a question about your order status, delivery, account, subscription, consultation or treatment journey, you should usually contact Healir first.

Where your query relates to dispensing, pharmacy checks, delivery condition, pharmacy records or the supply of a prescription product, Healir may liaise with APC Labs Ltd or direct you to APC Labs Ltd where appropriate.

If your question is clinical or pharmacy-specific, it may need to be reviewed by a clinician, prescriber, pharmacist or pharmacy team member before a response can be provided.

8Returns, remedies and statutory rights

Medicines require special handling for patient-safety reasons. Once a medicine has been dispensed for an individual patient, it generally cannot be returned to pharmacy stock for reuse or resale. APC Labs Ltd's published refund policy therefore states that it does not ordinarily refund dispensed medication.

APC Labs Ltd also states that where it dispenses medication incorrectly — for example, the medicine supplied is not what the prescriber prescribed — it will provide a full refund if the dispensing error is reported within three weeks of dispensing. Contact Healir or APC Labs Ltd as soon as you identify any suspected dispensing error so that the medicine can be checked and the appropriate remedy arranged.

If medicine arrives damaged, appears tampered with, is missing, has been supplied incorrectly or is otherwise not as described, do not use it until you have received appropriate advice. You should not post medicines back unless Healir or APC Labs Ltd specifically provides return instructions.

APC Labs Ltd's own refund and returns policy applies to pharmacy decisions made by APC Labs Ltd. Healir's Refund Policy applies to the Healir services and payments to which it relates. Nothing in these Pharmacy Terms or either refund policy excludes or restricts a statutory consumer remedy that must apply by law.

9Your responsibilities

You agree that:

• all information you provide during the Healir consultation and order process is complete, accurate and truthful;
• you will tell Healir promptly if your health, medicines, allergies, symptoms or circumstances change before or during treatment;
• you will only use medicine prescribed and supplied for you personally;
• you will not share, sell, transfer or give your medicine to anyone else;
• you will carefully read the Patient Information Leaflet supplied with your medicine before using it;
• you will follow the instructions given by your prescriber, pharmacist and the product information;
• you will store medicines safely, securely and out of reach of children;
• you will contact an appropriate healthcare professional if you are unsure how to use your medicine or if you experience side effects.

10Medicine safety

You should not use a medicine if:

• it was not prescribed for you;
• the packaging is damaged or appears tampered with;
• the medicine has expired;
• the medicine does not match what you were expecting;
• the dispensing label does not show your details correctly;
• you have been advised not to use it by a clinician, pharmacist, GP or other appropriate healthcare professional;
• you think it has been stored incorrectly or exposed to unsuitable conditions.

If you experience severe symptoms, a serious allergic reaction, chest pain, breathing difficulties, sudden swelling, fainting, severe dizziness, or any other urgent medical concern, seek emergency medical help immediately.

If you no longer need a medicine or it has expired, take it to a community pharmacy for safe disposal unless you have been given different medicine-specific instructions. Do not flush unwanted medicines down sinks or toilets.

11Privacy, prescriptions and pharmacy records

Healir, prescribers and APC Labs Ltd process personal information, including health information, where necessary for their respective roles in consultation, prescribing, dispensing, supply, delivery, patient safety, support, complaints and legal or professional compliance.

APC Labs Ltd may create and retain its own pharmacy records relating to prescriptions, dispensing, compounding, supply, delivery, pharmacy checks, safety concerns and complaints. For processing where APC Labs Ltd determines why and how information must be used to meet its pharmacy and professional obligations, APC Labs Ltd may act as an independent data controller rather than merely processing information on Healir's instructions.

Healir's Privacy Policy explains Healir's processing, including how information is shared with healthcare partners. APC Labs Ltd's own privacy information may separately apply to personal information for which APC Labs Ltd is responsible.

12Complaints

If you are unhappy with the Healir platform, account, ordering journey or Healir customer support, contact complaints@healir.com.

If your complaint concerns APC Labs Ltd's dispensing, compounding, pharmacy checks, pharmacy records, medicine supply, product condition or pharmacy service, you may contact APC Labs Ltd directly at info@apclabs.co.uk or write to APC Labs Ltd, Unit 2 Hamble Court Business Park, Hamble Lane, Southampton, SO31 4QL. Healir may also forward an appropriate pharmacy complaint to APC Labs Ltd with the information needed to investigate it.

APC Labs Ltd's published complaints procedure states that it aims to acknowledge complaints within two working days and provide a comprehensive response within ten working days. Where a matter requires longer investigation, APC Labs states that it will keep the complainant informed and provide an estimated timeframe.

APC Labs asks complainants, where relevant, to provide enough information to investigate the concern, such as their full name and date of birth, contact details, a description of the complaint, action already taken and the outcome sought. Do not send unnecessary medical information by an insecure channel.

The General Pharmaceutical Council regulates registered pharmacies and pharmacy professionals in Great Britain. If you have a concern about a pharmacy or pharmacy professional, you may be able to raise it with the GPhC. This is separate from pursuing any consumer remedy or complaint directly with Healir or APC Labs Ltd.

13General terms

You may not transfer your rights or obligations under these Pharmacy Terms to another person without written permission.

Healir and APC Labs Ltd may transfer, subcontract or delegate rights and obligations where permitted by law, regulation or professional requirements, provided this does not reduce your statutory rights.

No delay or failure by Healir or APC Labs Ltd to enforce any part of these Pharmacy Terms will prevent that part from being enforced later.

If any part of these Pharmacy Terms is found to be invalid, unlawful or unenforceable, the remaining parts will continue to apply.

14Governing law

These Pharmacy Terms are governed by the laws of England and Wales.

If you live in Scotland or Northern Ireland, you may also have rights to bring proceedings in your local courts.