Terms and Conditions

1About Healir

Healir is an online healthcare platform that helps eligible patients access consultations and, where clinically appropriate, prescription treatments for selected conditions, including hair loss and sexual health.

Healir is operated by:

• Legal company name: Healir Ltd
• Trading name: Healir
• Company number: 16094239
• Registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
• Email: support@healir.com
• Website: https://www.healir.com

Our services may be delivered in partnership with registered healthcare professionals, prescribing clinicians, dispensing pharmacies, identity verification providers, payment providers and delivery partners.

Where a prescription medicine is supplied, it will only be supplied following a clinical assessment and where an appropriate prescriber decides that treatment is suitable for you.

2These Terms

These Terms apply to your use of the Healir website, your Healir account, online consultations and assessments, prescriptions issued through our service, treatment plans and subscriptions, orders, payments, delivery, returns and communications between you and Healir.

Additional policies may also apply, including our Privacy Policy, Cookie Policy, Refund Policy and any treatment-specific information shown during your consultation or checkout.

3Eligibility

To use Healir, you must:

• be at least 18 years old;
• be resident in England, Scotland or Wales and be located in a jurisdiction in which Healir and its healthcare partners are able to provide the relevant service;
• provide accurate, complete and up-to-date information;
• use the service only for yourself, unless we expressly allow otherwise;
• be legally able to enter into a contract with us.

We may refuse, suspend or cancel your access to Healir if we believe you do not meet these requirements, if you provide inaccurate information, or if there are clinical, legal, regulatory or safety reasons to do so.

4Healir is not an emergency service

Healir is not suitable for medical emergencies or urgent medical problems.

If you think you may need urgent medical help, you should call 999, attend A&E, contact NHS 111, or speak to your GP or another appropriate healthcare professional.

You should not use Healir if you are experiencing severe, sudden, worsening or unexplained symptoms, or if you have been advised to seek urgent face-to-face medical care.

5Online consultations

To access treatment through Healir, you may be asked to complete an online consultation or assessment. This may include questions about your health, medical history, symptoms, medicines, allergies, lifestyle and other relevant information.

You agree to:

• answer all consultation questions honestly and accurately;
• tell us about all relevant medical conditions, medicines, allergies and previous treatment issues;
• update us if your circumstances change;
• not withhold information that could affect whether a treatment is safe or suitable for you.

The healthcare professionals reviewing your consultation rely on the information you provide. If you provide incomplete, inaccurate or misleading information, they may be unable to assess you safely, treatment may be refused or delayed, or a treatment that is unsuitable for you could be selected.

6Clinical review and prescribing

Completing an online consultation does not guarantee that you will receive a prescription or treatment.

A qualified prescriber or other appropriate healthcare professional may approve treatment, request further information, recommend an alternative, advise you to speak to your GP or another healthcare professional, or decide that treatment is not suitable. Clinical decisions are made independently in accordance with professional judgment and are not controlled by Healir for commercial reasons.

We may decline or cancel an order if:

• the treatment is not clinically appropriate;
• further information is needed and you do not provide it;
• we cannot verify your identity or eligibility;
• there are concerns about misuse, overuse or safety;
• the product is unavailable;
• we are required to do so by law, regulation or professional guidance.

Any prescription issued through Healir is for your personal use only. You must not share, sell, transfer or give your medicine to anyone else.

7Identity checks and safety checks

We may carry out identity, age, address, payment, fraud prevention or eligibility checks before providing services or supplying treatment.

You agree to provide any information reasonably required for these checks. We may pause, cancel or refuse a consultation, order or subscription if checks cannot be completed or if we have safety, fraud or regulatory concerns.

8Your GP and regular healthcare provider

Healir is not a replacement for your NHS GP or regular healthcare provider.

You should continue to speak to your GP or usual healthcare professional about ongoing health concerns, new symptoms, long-term conditions, monitoring needs or anything that falls outside the scope of our service.

In some cases, we may recommend that you contact your GP before treatment can be approved or continued.

9Treatment information

Before using any medicine, you must read the patient information leaflet supplied with it and follow the instructions given by the prescribing clinician, pharmacist and manufacturer.

You should contact us, your pharmacist, your GP, NHS 111 or emergency services as appropriate if you experience side effects, have concerns about your treatment, or think you may have taken too much medicine.

You should not use any medicine that:

• was not prescribed for you;
• is damaged, opened or appears tampered with;
• has expired;
• has not been stored correctly;
• does not match what you were expecting.

10Product availability

All treatments are subject to clinical approval, pharmacy approval and stock availability.

We may change, suspend or discontinue any product, treatment option, strength, formulation, subscription plan, price or delivery option at any time.

If a treatment is unavailable after you have paid, we may offer an alternative where clinically appropriate, place your order on hold, or issue a refund.

11Prices and payment

Prices are shown on our website or during checkout. Prices may include consultation, prescribing, dispensing, medicine, delivery, subscription or platform fees, depending on the service selected.

You agree to pay all charges shown to you before you confirm your order.

Payments may be processed by a third-party payment provider. By submitting payment details, you confirm that you are authorised to use the selected payment method.

We may refuse or cancel an order if payment is declined, reversed, suspected to be fraudulent, or otherwise cannot be completed.

12Subscriptions and repeat treatment plans

Some Healir treatments may be offered as subscriptions or repeat treatment plans.

When you start a subscription, you authorise us or our payment provider to take recurring payments from your chosen payment method at the frequency shown at checkout, unless you cancel before your next payment is taken.

Your subscription may include periodic clinical reviews, repeat prescriptions, dispensing and delivery, where clinically appropriate.

We may pause, cancel or amend your subscription if:

• your clinician decides treatment is no longer suitable;
• you do not complete a required review;
• you do not provide information we request;
• payment fails;
• the product is unavailable;
• there are safety, misuse, regulatory or fraud concerns;
• we stop offering the relevant treatment or subscription.

You can cancel your subscription through your account or by contacting us at support@healir.com. Cancellation will stop future renewal charges, but it may not cancel an order that has already been clinically approved, prescribed, dispensed or dispatched.

13Renewals and treatment reviews

For safety reasons, we may require you to complete repeat consultations, medical reviews, identity checks or suitability checks before continuing treatment.

If you do not complete a required review, we may pause or cancel your subscription or refuse to issue further prescriptions.

You must tell us promptly if your health changes, you start or stop taking medicines, you experience side effects, or any information you previously gave us becomes inaccurate.

14Delivery

We aim to deliver orders within the estimated times shown on our website or at checkout. Delivery times are estimates only and are not guaranteed.

Delivery may be handled by a pharmacy, courier, postal provider or other delivery partner.

You are responsible for providing a complete, accurate and secure delivery address. We are not responsible for delays or failed deliveries caused by incorrect or incomplete address details, failed delivery attempts, courier issues outside our control, or events beyond our reasonable control.

Some treatments may require tracked delivery or age/identity-related delivery checks.

15Missed, delayed or failed deliveries

If your order is delayed, damaged, lost or not delivered, you should contact us as soon as possible.

We may need to investigate with the pharmacy, courier or delivery partner before issuing a replacement or refund.

You should not use any medicine that arrives damaged, appears tampered with, has been exposed to unsuitable conditions, or is otherwise unsafe to use. Contact us immediately for advice.

16Cancellations, refunds and returns

Your legal rights depend on the nature of what you have purchased and the stage your order has reached. Nothing in these Terms limits any statutory right to cancel, reject goods, obtain a repeat performance, price reduction, refund, repair, replacement or other remedy where the law gives you that right.

If you want to cancel before clinical review, prescribing, dispensing or dispatch has begun, contact us as soon as possible at support@healir.com. We will cancel the order where it is still reasonably possible to do so and will refund any amount that should be refunded.

Some elements of the Healir service may begin soon after you place an order, including administrative processing or a requested clinical service. Where consumer law requires your express request or acknowledgement before a service begins during a cancellation period, we will obtain it through the relevant ordering process. If a service has already been properly performed at your request, the amount refundable may be affected to the extent permitted by law.

Medicines present particular safety considerations. Prescription medicines that have been dispensed for an individual patient cannot simply be placed back into saleable stock. You should not send medicine back unless Healir, APC Labs or another relevant pharmacy specifically tells you how to return it.

If medicine or another product supplied to you is faulty, damaged, incorrect, not as described or otherwise gives rise to a statutory remedy, please contact us promptly. We will work with the dispensing pharmacy or relevant supplier to provide the remedy required by law.

To request a cancellation, refund or replacement, contact support@healir.com with your name, order number and details of the issue. Our Refund Policy may give additional practical information, but it does not reduce your statutory rights.

17Safe disposal of medicines

Do not dispose of unwanted medicines down sinks or toilets. Unless the medicine's instructions say otherwise, take unwanted or expired medicines to a community pharmacy for safe disposal.

If you no longer need a medicine, it has expired, or you have been advised to stop using it, you should take it to a local pharmacy for safe disposal or follow the disposal instructions given by the pharmacy or healthcare professional.

18Account security

You may need to create an account to use parts of Healir.

You are responsible for keeping your login details secure and confidential. You must tell us immediately if you think your account has been accessed without permission.

We may suspend or close your account if we believe it has been misused, compromised, used fraudulently, or used in breach of these Terms.

19Acceptable use

You must not use Healir to:

• provide false, misleading or incomplete medical information;
• obtain medicines for someone else;
• obtain medicines for resale, sharing or misuse;
• interfere with the website, platform or service;
• upload malicious code or attempt unauthorised access;
• harass, abuse or threaten our staff, clinicians, pharmacists or partners;
• breach any law, regulation or professional requirement.

We may refuse service, suspend access, cancel orders or report activity to relevant authorities where necessary.

20Medical content and website information

Information on the Healir website is provided for general educational purposes only. It is not a substitute for personalised medical advice, diagnosis or treatment.

Treatment information may not cover every possible side effect, risk, interaction or contraindication. Always read the patient information leaflet and follow advice from your clinician or pharmacist.

You should speak to an appropriate healthcare professional if you are unsure whether a treatment is suitable for you.

21Third-party providers

Healir may work with third-party providers, including clinicians, pharmacies, payment processors, identity verification services, technology providers, delivery partners and customer support tools.

We are not responsible for delays, failures or issues caused by third parties where these are outside our reasonable control, but we will try to help resolve issues where appropriate.

Your use of third-party services may also be subject to their own terms and privacy notices.

22Privacy and personal information

We process personal information, including health information, in accordance with our Privacy Policy.

By using Healir, you acknowledge that we may process information you provide to deliver healthcare services, assess suitability, process orders, manage subscriptions, comply with legal and regulatory obligations, prevent fraud and improve our services.

Please read our Privacy Policy for more information about how we collect, use, share and protect your information.

23Intellectual property

The Healir website, branding, text, graphics, images, software, design, layout and other content are owned by or licensed to Healir.

You may use the website for personal, non-commercial purposes only. You must not copy, reproduce, modify, distribute, scrape, sell or exploit any part of the website or content without our written permission.

24Service availability

We aim to keep Healir available and working properly, but we do not guarantee that the website or service will always be available, uninterrupted, secure or error-free.

We may suspend, withdraw, change or restrict access to all or part of Healir for maintenance, security, operational, regulatory or business reasons.

25Limitation of liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and any liability or consumer remedy that cannot lawfully be excluded or restricted.

Goods supplied to consumers must meet the standards required by consumer law, and services must be performed with reasonable care and skill. Nothing in these Terms takes away those rights.

Healir is responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. We are not responsible for loss or damage that is not a foreseeable consequence of our breach.

We will not be responsible to the extent that loss is caused by information you knowingly provide that is materially inaccurate or incomplete, your deliberate misuse of a medicine or service, or your failure to follow clear safety instructions, except where applicable law provides otherwise.

Healir is supplied for personal and consumer use. We are not responsible for business losses, including loss of profit, revenue, business opportunity or business interruption, arising from use of Healir for a business purpose.

26Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control. This may include courier disruption, postal delays, supplier shortages, pharmacy disruption, regulatory changes, IT outages, cyber incidents, extreme weather, strikes, public health events or other circumstances beyond our control.

27Complaints

If you are unhappy with any part of the Healir service, please contact us at:

• Email: complaints@healir.com
• Address: Healir Ltd, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Please include your name, order number, account email and a clear description of your concern.

We will aim to acknowledge and respond to complaints within a reasonable timeframe. If your complaint relates to clinical care, prescribing or pharmacy services, it may need to be reviewed by the relevant clinician, pharmacy or healthcare provider.

28Changes to these Terms

We may update these Terms where reasonably necessary, for example to reflect changes in law, regulation, clinical or pharmacy requirements, security, technology, our services or our business arrangements.

The latest version will be posted on our website with the “Last updated” date. If a change materially affects an existing subscription or your rights or obligations, we will give reasonable notice where practicable and explain the change.

We will not use a change to these Terms to remove rights that have already accrued to you or to impose a material new charge or disadvantage on an existing order or subscription without a lawful basis. If a material change gives you a legal or contractual right to cancel, we will respect that right.

29Transferring rights and obligations

We may transfer our rights and obligations under these Terms to another organisation, for example if we restructure, merge, sell part of our business, or change service provider.

You may not transfer your rights or obligations under these Terms to anyone else without our written permission.

30Severability

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

31Governing law

These 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.