Terms & Conditions

Company name: HEBA HEALTHCARE LIMITED Trading as: HEBA Online Pharmacy Registered address: 29 Langlands Place, Glasgow, G75 0YF Companies House number: SC852375 VAT number: GB495801656 GPhC premises registration number:  9012957 Superintendent Pharmacist: Ubayd Ali, GPhC Number: 2219322 Contact email: [email protected] Contact phone: 0141 337 3000

HEBA Online Pharmacy is a UK-registered pharmacy regulated by the General Pharmaceutical Council (GPhC). Our registration can be verified on the GPhC register at pharmacyregulation.org.

In these Terms, the following words have the meanings set out below:

• "HEBA", "we", "us", "our" — HEBA Online Pharmacy and its operating company
• "You", "your", "patient" — the person using our website or services
• "Website" — www.heba.co.uk and any associated subdomains or apps
• "Services" — the online consultation, prescribing, dispensing, and supply services offered by HEBA
• "Consultation" — the online medical questionnaire you complete before a prescriber reviews your request
• "Prescriber" — a UK-registered pharmacist independent prescriber, doctor, or nurse independent prescriber working with HEBA
• "Medicine" — any prescription-only, pharmacy, or general sale medicine we supply
• "Order" — your request to purchase a medicine or other product through our website

To use our services, you must:

• Be aged 18 or over (unless a specific service has been designed and risk-assessed for under-18s)
• Be a resident of Great Britain (England, Scotland, Wales) with a valid UK delivery address
• Have the legal capacity to enter into a binding contract
  Provide accurate, complete, and truthful information in your consultation and account details
• Use the services for yourself only — you may not order medicines on behalf of another person, unless we have specifically agreed this in writing
• We reserve the right to refuse service, close accounts, or cancel orders where we reasonably believe these eligibility criteria are not met.

Identity verification
We may need to verify your identity before issuing a prescription or dispensing certain medicines. This may include requesting a photograph of valid government-issued ID, additional information to confirm your address or date of birth, or a phone or video call with a member of our clinical team. Refusal or inability to complete identity verification may result in us declining to supply.

To use most of our services, you'll need to create a HEBA account. When you do, you agree to:

• Provide accurate and up-to-date information
• Keep your login credentials secure and confidential
• Not share your account with any other person
• Notify us immediately if you believe your account has been accessed without authorisation
• Update your details promptly if anything changes (for example, a change of address, GP, or medication)

You are responsible for all activity that takes place under your account. We reserve the right to suspend or close accounts that breach these Terms, show signs of misuse, or are inactive for an extended period.

The process

• Choose a treatment or condition from our website.
• Complete an online consultation — a structured medical questionnaire designed by our clinical team.
• Our prescriber reviews your consultation. They may approve treatment, request further information, or decline to prescribe.
• If approved, a private prescription is issued and your medicine is dispensed by our registered pharmacy.
• Your order is delivered in plain, discreet packaging to your chosen UK address.

No guarantee of supply
Completing a consultation or placing an order does not guarantee that a prescription will be issued or that a medicine will be supplied. Our prescribers are under no obligation to prescribe, and will only do so where they are satisfied it is clinically safe and appropriate.

If we cannot supply, we will explain why and, where relevant, signpost you to a more suitable service (such as your NHS GP, NHS 111/NHS 24, or a specialist). In this situation, you will not be charged for the prescription — though a small consultation fee may apply, which will be clearly stated at the point of sale.

Clinical decisions are final
Decisions about whether to prescribe are clinical judgments made by our registered prescribers. While we welcome feedback and will review any concerns, we will not override a clinical decision simply because you disagree with the outcome.

When you use our services, you agree to:

• Provide truthful, accurate, and complete information in your consultation and throughout your care
• Disclose all current medications, medical conditions, allergies, and relevant lifestyle information
• Notify us of any changes to your health that may affect the safety of your treatment
• Follow the instructions provided with your medicine, including dose, timing, and safety warnings
• Read the Patient Information Leaflet (PIL) supplied with every medicine
• Report any side effects to us, your GP, or via the MHRA Yellow Card scheme
• Not share, sell, or redistribute medicines supplied to you
• Not order medicines you do not need or stockpile them
• Not use our services for any unlawful, fraudulent, or misleading purpose

We rely on the information you give us. If you provide inaccurate or incomplete information, we cannot be held responsible for clinical outcomes that result from that, and we may refuse future supply.

Private prescriptions
All prescriptions issued through HEBA are private prescriptions. They are not NHS prescriptions and cannot be dispensed free of charge.

Medicines we supply
We supply only UK-licensed medicines sourced from MHRA-regulated UK wholesalers. We may dispense either branded or generic versions of a medicine where clinically equivalent; this may vary between orders depending on stock and supply-chain conditions.

Medicines we will not supply
In line with our Medicines Policy, we do not supply certain categories of medicine — including most Controlled Drugs, medicines requiring a physical examination, and medicines for patients outside Great Britain. A full list is set out in our Medicines Policy.

High-risk medicines
For medicines classed as higher-risk under GPhC guidance (including weight-management medicines, medicines liable to misuse, and medicines for long-term conditions), we apply additional safeguards. These may include independent verification of clinical information, contact with your GP, or a direct conversation with our prescriber. By requesting these medicines, you agree to engage with these additional checks.

Communication with your GP
We strongly encourage you to consent to us sharing relevant information with your GP, as this supports safer care. If you decline, we may still prescribe where it is safe to do so — but we reserve the right to refuse supply where we believe GP involvement is necessary.

9.1 Prices
Prices shown on our website are in GBP (£) and include VAT where applicable. Prescription medicines supplied privately are not subject to NHS prescription charges. Delivery fees, where they apply, are shown at checkout before you confirm your order.

9.2 Payment
Payment is taken at the time of order via our secure payment processor. We accept major credit and debit cards and other payment methods displayed at checkout. We do not store full card details on our systems.

If payment fails or is later reversed, we may suspend dispatch, cancel the order, or require alternative payment before continuing.

9.3 Price changes
We may change our prices from time to time. Any change will only apply to orders placed after the change takes effect.

9.4 Promotions
We do not offer inducements, loyalty schemes, or promotional discounts on prescription-only medicines where doing so could encourage inappropriate use. Any promotions on pharmacy or general-sale products are subject to their own terms, which will be stated at the time.

10.1 Where we deliver
We deliver to UK addresses in England, Scotland, Wales, and Northern Ireland. We do not deliver outside the UK.

10.2 Delivery times
Estimated delivery times are shown at checkout. Once approved and dispensed, most orders are sent via tracked delivery the same or next working day. Delivery times are estimates, not guarantees — factors such as courier delays, weather, and public holidays can affect them.

10.3 Packaging
All medicines are sent in plain, discreet packaging with no indication of contents on the outside. Cold-chain medicines are sent in validated insulated packaging with any temperature-control measures required.

10.4 Receipt of delivery
You (or someone at your delivery address aged 18+) must be available to sign for the delivery where required. If the package is left with a neighbour or in a safe place at your instruction, we are not responsible for loss or damage once the courier confirms it has been delivered.

10.5 Failed or missed deliveries
If delivery fails because you were unavailable, gave an incorrect address, or refused receipt, we may charge for redelivery or return. For temperature-sensitive medicines that cannot be safely redelivered, the product may need to be destroyed and a replacement repurchased.

11.1 Medicines cannot be returned
Under The Medicines Act 1968 and GPhC standards, once a medicine has left our pharmacy it cannot be returned for reuse or resale, even if unopened. This is a safety measure — we cannot guarantee that returned medicines have been stored correctly.

Please return any unwanted medicines to a local pharmacy for safe disposal. Do not put them in household waste.

11.2 When we will refund
We will refund you where:

• We have not yet dispensed the medicine and you cancel the order
• Our prescriber declines to issue a prescription after assessment (the medicine cost is refunded in full; a consultation fee, if applicable, may not be refunded)
• The medicine is damaged, faulty, or short-dated on arrival, or we have made a dispensing error
• Your order is lost in transit, confirmed by the courier

11.3 When we will not refund
We generally cannot refund:

• Medicines correctly dispensed and delivered
• Medicines returned to us after dispatch (see 11.1)
• Orders where delivery failed due to incorrect information you provided
• Consultation fees where a full clinical assessment was carried out, regardless of outcome

11.4 Consumer rights
Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. However, please note that medicines are exempt from the usual 14-day right to cancel once dispensing has begun, because they are "sealed goods which are not suitable for return due to health protection or hygiene reasons" (Reg. 28(3)(c)).

11.5 Faulty products
If you believe a medicine is faulty, contaminated, or not what you ordered, stop using it immediately and contact us. We will investigate, arrange safe disposal where appropriate, and may replace or refund the product.

For some ongoing treatments, you may be able to set up repeat orders through your account. Repeat orders are subject to:

• A clinical review at defined intervals
• Updated information (for example, weight for weight-management medicines, blood pressure where required)
• An annual full reassessment as a minimum
• Immediate review if you report side effects, a change in health, or start new medication

You can cancel repeats at any time through your account or by contacting our pharmacy team. We reserve the right to pause or stop repeat supply where we consider it clinically necessary.

All content on our website — including text, images, logos, trade marks, design, layout, and software — is owned by HEBA or our licensors and is protected by UK and international intellectual property law.

You may view, download, and print content for your personal, non-commercial use. You may not:

• Copy, reproduce, republish, or distribute any content for commercial purposes
• Frame or mirror our website
• Use our name, logo, or trade marks without our prior written permission
• Scrape, data-mine, or use automated systems to extract content from our website

When using our website and services, you agree not to:

• Provide false, misleading, or fraudulent information
• Impersonate another person or misrepresent your identity
• Attempt to access another user's account
• Introduce viruses, malware, or harmful code
• Interfere with the website's security or operation
• Use the services to order medicines for resale, diversion, or unlawful distribution
• Harass, abuse, or threaten our staff
• Use the services in any way that breaches UK law

We reserve the right to suspend or close accounts, report activity to the police or regulators, and take legal action where these Terms are breached.

We make reasonable efforts to keep our website available and running smoothly, but we do not guarantee that it will be uninterrupted, error-free, or secure against every threat. We may temporarily suspend the website for maintenance, upgrades, or reasons outside our control, and we will not be liable to you for any inconvenience caused.

Our website may contain links to third-party websites (for example, NHS, MHRA, BNF, NICE). These are provided for information only. We do not control, endorse, or accept responsibility for the content, privacy practices, or availability of third-party sites.

17.1 What we are responsible for
We accept liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any liability which cannot be excluded or limited by UK law
• Dispensing errors or supply of medicines that do not meet the standards reasonably expected of a registered UK pharmacy

17.2 What we are not responsible for
To the extent permitted by law, we are not responsible for:

• Loss or damage that was not foreseeable at the time these Terms were agreed
• Loss of profit, business, revenue, or anticipated savings
• Outcomes caused by inaccurate, incomplete, or withheld information provided by you
• The acts or omissions of third parties, including couriers, payment providers, and external IT providers
• Any loss caused by events outside our reasonable control (see section 18)

17.3 Overall cap
Where liability can lawfully be capped, our total liability to you for any claim arising out of or in connection with these Terms shall not exceed the greater of (a) the total price you paid us in the 12 months before the event giving rise to the claim, or (b) £500.

Nothing in these Terms limits your rights as a consumer under UK law, including the Consumer Rights Act 2015.

We will not be liable for any failure or delay in performing our obligations under these Terms where that failure or delay is caused by events outside our reasonable control. This includes, without limitation: natural disasters, severe weather, pandemics, fire, flood, strikes, cyber attacks, supply-chain disruption, transport failures, or acts of government.

Where such an event occurs, we will contact you as soon as reasonably possible and take steps to minimise its effect.

If something has gone wrong, we want to know. Please contact our pharmacy team first — most issues can be resolved quickly.

If you are not satisfied with our response, you can raise a formal complaint under our Complaints Procedure, which is published on our website. We aim to acknowledge complaints within 3 working days and respond fully within 20 working days.

If your complaint remains unresolved, you may escalate it to:

• General Pharmaceutical Council (GPhC) — pharmacyregulation.org
• Care Quality Commission (CQC) — for services in England, cqc.org.uk
• Healthcare Improvement Scotland (HIS) — for services in Scotland, healthcareimprovementscotland.scot
• Parliamentary and Health Service Ombudsman — where applicable
• Information Commissioner's Office (ICO) — for data protection concerns, ico.org.uk
• Citizens Advice — for consumer complaints, citizensadvice.org.uk

HEBA has a duty to safeguard children and adults at risk. Where a member of our team identifies a safeguarding concern — including coercion, exploitation, abuse, or a patient at risk of serious harm — we may share information with safeguarding authorities, the police, or your GP, in line with our Safeguarding Policy and UK law. This overrides the usual duty of confidentiality.

We handle your personal and health information in line with our Privacy Policy, which explains what we collect, how we use it, who we share it with, and your rights under UK GDPR. The Privacy Policy forms part of these Terms.

We may update these Terms from time to time to reflect changes in the law, regulator guidance, our services, or business practices. The most current version is always published on our website, with the "Last reviewed" date shown at the top.

If we make a material change, we will notify you by email or through your account before it takes effect. Your continued use of our services after the change takes effect constitutes acceptance of the updated Terms.

23.1 Entire agreement
These Terms, together with our Privacy Policy, Cookie Policy, Medicines Policy, and Complaints Procedure, make up the entire agreement between you and HEBA. They replace any prior discussions, representations, or agreements.

23.2 Severability
If any part of these Terms is found to be unlawful, invalid, or unenforceable, the remaining terms will continue in full effect.

23.3 No waiver
If we do not enforce a right or term immediately, that does not mean we have waived it and we can still enforce it later.

23.4 Assignment
You may not transfer your rights or obligations under these Terms without our written consent. We may transfer our rights and obligations to another entity — for example, in a sale, merger, or restructuring — subject to the same protections described here.

23.5 Third-party rights
These Terms do not give rights to any third party under the Contracts (Rights of Third Parties) Act 1999.

23.6 Governing law and jurisdiction
These Terms are governed by the laws of England and Wales (or, where you are a consumer resident in Scotland or Northern Ireland, by the laws of the part of the UK where you live). Disputes will be dealt with by the courts of the part of the UK where you live.

HEBA is not an emergency service.

If you or someone else is experiencing a medical emergency, call 999 (or 112 from a mobile) or go to your nearest Accident & Emergency department.

For urgent non-emergency concerns, call NHS 111 (England, Wales, Northern Ireland) or NHS 24 on 111 (Scotland).

For any question about these Terms, please contact:

HEBA Online Pharmacy 29 Langlands Place, Glasgow, G75 0YF Email: [email protected] Phone: 0141 337 3000

For clinical questions about your treatment, please contact our pharmacy team through your HEBA account.

For privacy and data protection, contact our DPO at [email protected]