1. Introduction 1.1 These Terms of Sale set out the terms on which we supply prescription medicines and related products products dispensed pursuant to a prescription issued by a suitably qualified prescriber (“Prescription Products”), and non-prescription products, including supplements (“Supplements”) (together, the “Products”). To comply with legal and professional obligations, we may also provide a clinical assessment and monitoring process to determine whether it is safe and appropriate to issue a prescription for Prescription Products (“Clinical Assessment”). We may additionally make available optional support (for example, educational content, coaching and/or tracking tools) intended to help you use Prescription Products safely and effectively (“Support”). Support is provided at no additional charge and is ancillary to the supply of Prescription Products. For the avoidance of doubt, you are purchasing Prescription Products (where prescribed) or Supplements (where ordered); Clinical Assessment is undertaken solely for prescribing safety and suitability; and Support (if accessed) does not constitute a standalone medical consultation service. Supplements are not subject to prescription, do not require a Clinical Assessment, and are not part of any clinical treatment, prescribing service or medical care provided by us. 1.2 These Terms of Sale will apply to any contract between us for the supply of Products to you (where prescribed) and any ancillary Clinical Assessment and/or Support. Please read these Terms of Sale carefully and make sure that you understand them, before placing an order/request for Products. Where applicable, your purchase will also be subject to our Refund Policy, available at https://health.chequp.com/policies/refund-policy 1.3 Please note that before we can proceed with Clinical Assessment and/or supply any Prescription Products, or process your order for Supplements, you will be asked to agree to these Terms of Sale in accordance with clause 3.3. If you refuse to accept these Terms of Sale, we will not be able to proceed with your request for Products. 1.4 We reserve the right to update these Terms of Sale from time to time at our discretion. If we do so, the updated version will be effective as soon as it is accessible on our website. For the avoidance of doubt, the Terms of Sale which were in effect at the time that your contract becomes effective pursuant to clause 3.3 will apply throughout the duration of the contract.
2. Our information and contacting us 2.1 The CheqUp website is owned and operated by CheqUp Health Limited, a company registered in England and Wales under company number 12570252 whose registered and operational address is Turnpike House, Methuen Park, Chippenham, Wiltshire, SN14 0GF. 2.2 Contacting us: a. If you wish to contact us for any other reason, including because you have any concerns or complaints, please do so by any of the following: E-mail: help@CheqUp.com. Writing: Turnpike House, Turnpike Business Park, Methuen Park, Chippenham, Wiltshire, SN14 0GF. b. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you have provided to us. If we have to give you notice in writing, we will do so by e-mail or post to the address you have provided to us. 2.3 CheqUp Health Limited is fully accredited by the Care Quality Commission (registered with Care Quality Commission with number 1-17083303713). Our partner doctors are all registered with and regulated by the General Medical Council. 2.4 The prescribing of medicines through our website is carried out by CheqUp Health Limited (registered with Care Quality Commission with number 1-17083303713 where the registered manager is Aaron Arman). Our medications are dispensed by CheqUp Health Limited (regulated by the General Pharmaceutical Council with number 9012707).
3. How our service works 3.1 Registration on our website: Before you can request Products from us, you will first need to register an account on our website. 3.2 Health questionnaire: You will need to complete and submit an online health questionnaire in relation to Prescription Products. We will then, as an initial triage stage, review your responses and promptly confirm to you in writing whether your request is suitable to be forwarded to our prescribers to carry out a Clinical Assessment. The health questionnaire is necessary as it provides our prescribers with information to assess whether prescribing Prescription Products is safe and appropriate for you and, if so, which Prescription Product (if any) is appropriate to prescribe. You acknowledge that there is no guarantee that submitting the health questionnaire will result in a prescription being issued or Prescription Products being supplied. 3.3 Entering into the contract: Provided that we have accepted your application at the health questionnaire stage, you must then: 1. Pay the price shown on our website for the Products you are requesting (subject to prescription approval); 2. Provide us with a copy of your passport or driver’s licence and a current photograph of yourself in order that we can verify your identity and qualifying BMI (why do we ask for this?). We will ensure that any such identification documents are stored securely; and 3. Agree to these Terms of Sale. Once points (1)–(3) are completed, we will proceed with Clinical Assessment and forward your information to a prescriber for review. A contract for the supply of Prescription Products will only become effective when we confirm to you in writing that a prescriber has approved a prescription (if appropriate) and we accept your order by dispatching (or arranging dispatch of) the Prescription Products. If a prescription is not approved, we will not supply Prescription Products and will refund amounts paid in accordance with these Terms (including clause 7.4 where applicable). For Supplements, no Clinical Assessment or prescription approval is required. A contract for the supply of Supplements is formed when we accept your order and dispatch the Supplements. 3.4 Our service is not intended for emergencies. If you consider that you are in an emergency, please call 999
4. Your responsibilities 4.1 The Clinical Assessment and the issuing of prescriptions for Prescription Products are provided through an online service and, subject to clause 2.2(b), our communications with you will be online or by telephone. Any prescribing decision (and any ongoing repeat prescribing) is based on the information you provide to us. In order that we can assess suitability and supply Prescription Products safely, it is imperative that you are truthful and honest at all times in your communications with us. 4.2 You must ensure that: a) You are at least 18 years old. b) You are resident in the United Kingdom and require delivery of the Products to an address in the United Kingdom. We will only supply Products to individuals who are resident in the United Kingdom. c) You only request Products and, where applicable, complete any Clinical Assessment on behalf of yourself and not for anyone else. d) All information and responses you provide to us are honest, complete and accurate in all respects and to the best of your knowledge. e) If you are at all unsure about anything during the Clinical Assessment process or while using the Prescription Products, please contact us. f) You co-operate with us in all matters relating to the Clinical Assessment and the safe supply of Products. g) You tell your GP about any Prescription Products prescribed and supplied to you via our service. h) You always read all Product packaging, instructions, directions and labels carefully before use. i) You will notify us as soon as possible if there are any changes in your medical condition where you are receiving Prescription Products. j) You ensure no-one else receives Prescription Products upon delivery or has access to the Prescription Products. k) You always check the expiry date on the packaging of any Products to ensure that they have not expired. l) You are authorised to use the payment card used to pay for the Products. m) You will check that the Prescription Products are the correct Prescription Products prescribed for you and that such Prescription Products are not damaged in any way. n) You will provide a valid ID and current photo to enable our clinicians to complete your prescription.
5. Prescription of products 5.1 The prescribing of medicines through our website is carried out by CheqUp Health Limited (registered with Care Quality Commission with number 1-17083303713). Our medications are dispensed by either CheqUp Health Limited (regulated by the General Pharmaceutical Council with number 9012707) or by CloudRx (regulated by the General Pharmaceutical Council with number 9011284). From time to time, it may be clinically appropriate for our prescribers to recommend or prescribe a medication for an off-label use. Our prescribers only consider such use when, in their professional judgment, it is in your best interest and aligned with accepted medical practice. 5.2 The Prescription Products will be provided to you pursuant to a prescription. It may be the case that prescriptions will be issued on a repeat basis (Repeat Prescriptions). 5.3 We cannot dispense more Prescription Products than is permitted on any prescription. You will not be supplied with more than one Repeat Prescription every 28 days. 5.4 A Repeat Prescription will end if one of our prescribers considers that you should no longer be prescribed the Prescription Products. 5.5 Where a Prescription Product is out of stock or we are unable to fulfil a prescription, we will use reasonable endeavours to source alternative suitable medication, where applicable. 5.6 Prescriptions issued through our service are valid for a period determined by the prescribing doctor and in accordance with UK pharmacy regulations. 5.7 Supplements are non-prescription products sold as retail goods. They are not medicines and are not intended to diagnose, treat, prevent or manage any medical condition.
6. Clinical Assessment and Support 6.1 We will use reasonable care and skill in carrying out the Clinical Assessment and, where applicable, providing any Support, and we will supply Prescription Products (where prescribed) in accordance with applicable laws, regulations and professional standards. 6.2 Where we offer scheduled interactions as part of Clinical Assessment and/or Support (including appointments or calls with clinicians, health coaches and/or dieticians), these will be booked at dates and times that suit you, and we will confirm the date and time of any appointment by email. 6.3 If you are unable to attend any appointment, you must let us know by email at least 24 hours in advance. 6.4 We will not be liable to you if you are unable to access an appointment for any reason within your reasonable control, including your failure to use appropriate equipment.
7. Prices and payment 7.1 The price displayed at checkout is the price for the Products (if prescribed) and delivery. Any Support is provided at no additional charge. Prices are inclusive of VAT where applicable. 7.2 It is always possible that, despite our best efforts, some Products may be incorrectly priced on our website. Where the correct price is less than our stated price at the relevant time, we will charge the lower amount. If the correct price is higher, we will contact you for your instructions and will only supply at the higher price if you confirm. 7.3 Repeat supply arrangements: Where repeat prescriptions are approved, Prescription Products may be supplied on a repeat basis and paid for by an initial payment and recurring monthly payments in advance. You agree to make the initial payment and authorise a recurring direct debit. 7.4 If you fail to continue with your purchase after making payment, we reserve the right to charge a £5 cancellation admin fee. 7.5 Supplements are purchased as standalone products and are not part of any repeat supply arrangement unless explicitly stated at checkout. 7.6 Existing and new customer pricing. From 12.05.2026, we operate two pricing tiers: Existing Customers continue to be charged the prices that applied to their subscription immediately before that date, for as long as their subscription remains continuously active. New Customers are charged the prices shown on chequp.com at the time they place their order. If your subscription ends at your request or because we end it due to your breach, your failure to engage with required clinical follow-up, or a clinical decision that you cannot continue safely, you will be treated as a New Customer for any new order. 7.7 Commitment Plans. We offer two commitment plans: a 3 Month Plan and a 6 Month Plan. By selecting a Commitment Plan you agree to receive (and pay for) the relevant product for 3 or 6 monthly cycles. We will send you a reminder at least 14 days before your Commitment Plan term ends. At the end of the term you may continue on a rolling monthly subscription, start a further Commitment Plan, or cancel without paying any Early Cancellation Fee. Commitment Plan pricing is conditional on you completing the full term — early cancellation triggers the Early Cancellation Fee in clause 9.6.
8. Delivery 8.1 All Products will be delivered to you by registered parcel delivery service at the address provided by you at the time of ordering. Please follow any instructions provided by the relevant delivery personnel. Please be careful to ensure that others (including children and animals) do not access the delivered Products. 8.2 The Products will be your responsibility and you will own such Products, subject always to compliance with clause 7.3, from the time we deliver the Products to your address. 8.3 If your package is lost or undelivered, please notify us within 5 working days so we can liaise with the courier. If a package is confirmed lost, we will offer a replacement at no additional charge. We are not responsible for delivery delays caused by incorrect address details provided at checkout. 8.4 It is your responsibility to ensure you are able to receive the delivery at the address provided. If delivery is attempted and you are not available to accept the parcel, or if the parcel is otherwise not collected within the courier’s specified timeframe, the medication may become unsuitable for use due to temperature sensitivity. Where an order is returned to us under these circumstances, we will not be able to offer a replacement or a refund. A replacement can only be issued if the medication has remained within the acceptable temperature range and timeframe. This clause applies to Prescription Products only — Supplements are not subject to the same restrictions unless expressly stated otherwise.
9. Cancellation and pausing repeat supply; defective, damaged or wrong Products 9.1 Once a prescription has been approved by a licensed healthcare professional, the order is final and cannot be cancelled or refunded. This is in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which excludes prescription medications from cancellation rights. If you are on a Commitment Plan, different cancellation terms apply — see clause 9.6. However, if the medication is defective, damaged, or not as described, you are entitled to a replacement or refund under the Consumer Rights Act 2015. 9.2 You may pause or cancel your repeat supply arrangement at any time in My Account. Standard subscriptions can be paused for as long as you wish. Commitment Plans can be paused but the total paused period must not exceed 60 days during the commitment term. If your subscription remains paused for more than 60 days, we will treat the Commitment Plan as cancelled. Time spent paused does not count toward your Commitment Plan term. 9.3 Returns Policy: For safety reasons, we do not accept returns of prescription medication once it has been dispensed. If you have any unwanted medication, please dispose of it safely or take it to a local pharmacy for proper disposal. Supplements are subject to separate cancellation and return rights in accordance with applicable consumer law. 9.4 Faulty, Damaged, or Incorrect Products: If you receive a medication that is faulty, damaged, or incorrect, you must contact us immediately upon receipt at help@chequp.com with photographic evidence. We will liaise with the manufacturer to confirm the fault — if confirmed, we will provide a replacement at no additional cost. Please note that it can take up to three weeks for the manufacturers to assess each case. In cases of damaged or incorrect items, we will arrange a replacement as soon as possible. 9.5 Perceived Ineffectiveness of Medication: Clause 9.4 applies only to products that are physically faulty, damaged, or incorrect. If you feel that the medication is not effective, this does not qualify as a defect. 9.6 Early cancellation of a Commitment Plan: You may cancel a Commitment Plan at any time. However, if you cancel before completing your 3 month or 6 month commitment term, you agree to pay an administration and handling fee of £50 (the “Early Cancellation Fee”). The Early Cancellation Fee reflects the loss of that discount conditionality, together with the administrative and operational costs we incur. It is not a penalty. 9.7 Clinical exception: If your reason for ending a Commitment Plan early relates to your health, please contact our clinical team before cancelling. A Clinician will speak with you to understand your circumstances and explore whether an alternative approach is clinically appropriate. If you and the Clinician agree that ending treatment is the right course, the Clinician will decide whether to waive the Early Cancellation Fee per our published clinical-waiver criteria.
10. Termination 10.1 You may cancel your subscription at any time by providing written notice via My Account or email to help@CheqUp.com. However, if your cancellation is received after your monthly prescription has been processed, we will be unable to refund that month’s payment. We recommend cancelling at least 5 working days before the next billing date. If you are on a Commitment Plan and cancel before the end of your commitment term, the Early Cancellation Fee in clause 9.6 will apply. 10.2 We can terminate this contract at any time by immediate notice to you in writing. Reasons may include: we withdraw the Products; you fail to pay; we decide it is no longer clinically appropriate to prescribe Prescription Products to you; you have breached the Terms; following changes in relevant laws or regulatory requirements; there is insufficient stock; there has been a pricing mistake. 10.3 Should this contract terminate during the term of a prescription, you confirm that you will not consume any further Prescription Products, and will dispose of them safely or take them to a pharmacy for safe disposal. 10.4 If you terminate the contract prior to Prescription Products being dispensed for the first time, we may, at our discretion, issue you with a full refund. If such Products have been dispensed, we will be unable to refund. 10.5 If we end the contract for failure to pay, material breach, failure to provide necessary information, or failure to allow delivery, we may deduct reasonable compensation for the net costs we incur. 10.7 If following termination you wish to request further Prescription Products, you will need to submit a new health questionnaire and go through the review process again.
11. Liability 11.1 We will not accept any liability to you for damages, losses or otherwise which result from you not adhering to any of the obligations set out in clause 4, or not following advice given by any of our in-house or partner doctors, health coaches or dieticians. 11.2 We are responsible for ensuring that our services are provided with reasonable care and skill. However, we are not liable for any loss or damage arising from: failure to follow medical advice provided by our clinicians; failure to disclose relevant health information in your questionnaire; misuse of prescribed medication outside of the recommended guidance. This does not exclude our liability for death or personal injury caused by our negligence, fraud, or other statutory consumer rights under UK law. 11.3 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; and for breach of your legal rights in relation to the Products and for defective Products under the Consumer Protection Act 1987.
12. How we use your personal information 12.1 We care about your privacy and only use your personal information in accordance with our privacy policy. 12.2 We will comply with all applicable requirements under all legislation and regulatory requirements relating to the use of your personal data. 12.3 As a registered pharmacy regulated by the General Pharmaceutical Council (GPhC No. 9012563), we are required by law to retain patient data, including prescriptions and medical records, for a minimum of two years. During this period, we cannot delete your data upon request due to legal and regulatory obligations. After the required retention period, we will securely delete your data unless further retention is required by law. 12.4 Subject Access Requests (SARs): Under the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018, you have the right to request access to the personal data we hold about you. To submit a Subject Access Request, please email help@CheqUp.com with “Subject Access Request” in the subject line. You will need to provide proof of identity to ensure data security. Once verification is successfully completed, the requested data will be provided in a secure format within 1 calendar month. 12.5 SMS and Email Marketing: Where you have explicitly consented, we may send you marketing communications via SMS and/or email. You can withdraw your consent at any time by following the instructions in our messages or by contacting us at help@chequp.com.
13. General 13.1 We are not responsible for delays outside our control. If the supply of Products is delayed by an event outside our control then we will contact you as soon as possible and we will take steps to minimise the effect. 13.2 We can transfer our contract with you, so that a different organisation is responsible for supplying your product. 13.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms. 13.4 If a court finds part of this contract illegal, the rest will continue in force. 13.5 Even if we delay in enforcing this contract, we can still enforce it later. 13.6 These Terms of Sale are governed by English law and you can bring legal proceedings in respect of this contract in the English courts. If you live in Scotland or Northern Ireland you can bring proceedings in either the local courts or the English courts. 13.7 Interpretation: a reference to writing or written includes email.
14. Reliable System Availability 14.1 We aim to keep our systems available at all times and to keep any downtime to a minimum. When we need to carry out planned maintenance, we will try to do so at quieter times and will provide notice. If an unexpected outage occurs, we will update customers promptly and work to restore service as quickly as we reasonably can. 14.2 We aim to resolve service disruptions within the first 24 hours, and we will keep you updated on the progress — all updates can be found in real time on our status page at https://chequp.statuspage.io/ 14.3 In the event that service disruptions occur for longer than 24 hours, all affected customers will be notified via email. 14.4 In the event any appointments cannot occur due to service disruptions alternative methods will be found, such as phone calls or rescheduling. No partial refunds are issued for service disruptions. 14.5 Third-party disruptions: our status page includes the status of third-party products we use — Shopify, Zoom and Digital Ocean.
15. Refunds on delivery fees 15.1 Any delivery fees paid are non-refundable once the parcel has been picked and packed at our warehouse. 15.2 Once a prescription has been approved by a licensed healthcare professional, the order is final and cannot be cancelled or refunded.
16. Service expiry Repeat supply and access to Support: If you end or cancel your repeat supply arrangement, you will no longer be able to order further Prescription Products under that arrangement. Any optional Support provided alongside repeat supply may also end when your repeat supply arrangement ends.
