Terms and Conditions

1.1 This website and these services are operated by HEALTH BRIDGE LIMITED ("we"/" us"), trading as ZAVA. We are registered in England and Wales under company number 07392646 and have our registered office and trading address at 46 Essex Road, London, N1 8LN. VAT number is GB 115816032

1.2 You can contact us by email at [email protected] or by telephone on 020 3467 2020.

1.3 We are registered with and regulated by the Care Quality Commission (CQC), the independent regulator of health and social care in England and Wales, and as such, we comply with the Health and Social Care Act 2008. Our doctors are registered with and regulated by the General Medical Council (GMC) and, as such, comply with the Good Medical Practice Guidelines.

1.4 2. If you choose to have your medication dispensed by Asda, the following entity will be involved in the provision of the services:

Asda Stores Limited, registered in England and Wales with Company number 464777.

Asda Stores Limited registered office is Asda House, Southbank, Great Wilson Street, Leeds, LS11 5AD

The medicines will be dispensed and supplied by one of the pharmacies below (the "Asda Pharmacy") operated by Asda Stores Limited:

• Asda Pharmacy - Trafford Centre. (Asda Superstore, Barton Dock Road, Urmston, MANCHESTER, Lancashire, M41 7BQ)
• Asda Pharmacy - Patchway (Asda Superstore, Highwood Lane, Patchway, Bristol, Avon, BS34 5TL)

And Innox Pharmacy operated by Innox Trading Limited: 34a-37 Greenhey Place, Skelmersdale, Lancashire, WN8 9SA.

2.1 Asda Online Doctor by ZAVA: what we do

• We provide medical consultations to you based on online questionnaires you complete, telephone conversations, secure messaging, and photo assessments.
• Suppose our doctors determine based on the consultation that a treatment is required and that you are suitable for remote treatment. In that case, they will issue a prescription which will be sent to the Asda Pharmacy or another pharmacy of your choice, which will then legally supply and dispense the medicines to you directly in its own name.
• You can contact our doctors to ask any questions about the treatment they prescribed.
• We're also providing goods such as test kits which are also subject to a consultation.

Asda Online Doctor by ZAVA is not to be used in an emergency situation.

If you believe that you or the person you are assisting is in an urgent or emergency situation, you should immediately dial 999 or seek alternative emergency medical services.

2.2. How you should use our services

By using our website and/or services, you confirm that you are:

• legally capable of entering into binding contracts.
• at least 18 years old or 16 years old or over for acne, emergency contraception (morning after pills), contraception, and period delay services only.
• resident in Great Britain
• accessing our website from Great Britain.

2.3 Asda Online Doctor by ZAVA: How it works

Registration

When you first visit our website, you will have the option to first register or to immediately select one of our services, in which case you'll need to register before submitting your order and paying for the service.

Questionnaire

Our doctors need to know about your condition, your medical history, the medication you're taking, your allergies, and anything else that will help them to assess whether they can treat you remotely.

Our questionnaires are prepared by our doctors in line with best medical practice, specific to each service.

Consultation

Our services are either (i) one-step journeys or (ii) two-step journeys.

(i) One-step journeys

1. Complete a health questionnaire.
2. Agree to our terms and conditions.
3. Select your preferred treatment and click order.
4. Register on our website, or log in if you've already registered.
5. Choose a delivery method.
6. Pay for your consultation, course of treatment (eg, test kit), and delivery costs, if any.
7. Submit your order.

The doctor will contact you to:

1. Confirm your preferred treatment is suitable.
2. Ask you further information through your account.
3. Reject your order if it isn't suitable for you.

Once you have submitted a questionnaire, our doctors aim to respond to you within 24 hours on weekdays. If we require additional information from you, we will need such information before 3pm on the weekday requested, for your order to be dispatched on time that day, pending the doctor's approval. Please note our doctors will use the information provided in the most recent consultation, and any other previous information on record to form a clinical view and provide safe advice. The ultimate decision to prescribe sits with our doctors.

We will email or text you (if applicable) a confirmation that you've successfully registered with us and that our doctors are reviewing your questionnaire and attachments. If our doctors require further responses from you, we will need such information from you before 3pm on the weekday requested, for your order to be dispatched on time that day, pending the doctor's approval

We'll then notify you by email or text if remote medical treatment is suitable for you. If so, our doctors will offer you a treatment.

(ii) Two-step journeys

These journeys are required when our doctors need you to send in pictures or other information for them to decide (a) whether you can be treated remotely and (b) suggest medication if suitable.

The first step:

1. Complete an initial questionnaire.
2. Share pictures and other information, if asked.
3. Agree to the terms and conditions.
4. Register on our website, or log in if you've already registered.

We will email or text you (if applicable) a confirmation that you've successfully registered with us and that our doctors are reviewing your questionnaire and attachments.

We'll then notify you by email or text if remote medical treatment is suitable for you. If so, our doctors will offer you a treatment.

Our doctors may require further information from you. We will need to hear back before 3pm on the weekday requested, for your order to be dispatched on time that day, pending the doctor's approval.

The second step:

In order to obtain the treatment, you'll need to:

1. Log in to your account.
2. Complete a short additional questionnaire.
3. Agree to our terms and conditions.
4. Choose a delivery method.
5. Pay for your consultation, course of treatment (e.g., test kit), and delivery costs, if any.
6. Submit your order.

Our doctors will review the second questionnaire and prescribe your treatment if you are still suitable for the selected remote medical treatment.

Professional codes of conduct of healthcare professionals and legal restrictions may limit the number and frequency of any item we are permitted to supply to you. As such, we cannot supply quantities exceeding the relevant permitted maximum. We will only charge you for those medicine(s) we supply. We reserve the right to reject any order.

Generic medication & Parallel Imports

Generic medication is where it is named and prescribed as per the active ingredient/s. When a generic medication is prescribed, the supplied product may be different to the manufacturer displayed in our website images and in some cases the branded version of the medication may be dispensed. This is to ensure timely fulfilment of the prescription request. We are unable to guarantee a specific brand of medication when ordering through our generic medication services. Where there is no alternative, we may also provide parallel import stock. Parallel import medical products are medications that are licensed and authorised in European Economic Area (EEA) Member States that can be marketed and provided in the UK. The product packaging might be slightly different and may have a foreign language on the package, but all of the required information for you to use the product will be included in English. Again, this is always to ensure timely fulfilment of the prescription request.

Delivery

You can either have the treatment or goods delivered to an address in the UK or collect it from a pharmacy. You must ensure you have read the details on our delivery and returns page. Please note that, we do not deliver to forwarding companies, PO boxes or ‘virtual address’ services, like Parcel Motel, British Forces Post Office (BFPO) and Parcel Wizard. It is your responsibility to ensure your delivery address is accurate to avoid any issues or delays in receiving your treatment.

Your account

Your secure online account ("account") contains the following information.

1. Messages you receive from our doctors
2. Recommendations
3. The Treatments we provided to you
4. A link to our services
5. A help section
6. Your settings
7. A link to these terms and conditions and the Privacy and Cookie Notices

Your settings

You can change your personal information and update your email preferences .

If you would like to stop using our services, you can suspend your account in the settings section, and it will become inactive with immediate effect. Legally, we are required by law to keep electronic patient records, including your personal information, communication, and treatments, for the foreseeable future.

Please read our Privacy Notice for more information about the processing of your data.

Your account privacy and security

Please treat your user identification code, password, and any other secure piece of information as confidential. You should never disclose any secure information to a third party.

Choosing a secure password is very important. Please make sure yours is:

• at least 8 characters long
• a mix of letters, numbers, symbols, and capital letters
• a unique password that is not used on any other websites

If you fail to comply with our terms and conditions, we reserve the right to disable your account. If you believe that your account has been compromised, please contact us immediately so that we can help.

If anyone uses our website through your internet connection, you are responsible for making sure they comply with these terms.

You must use our website and services with care and in compliance with the below:

• The provision of services to you is conditional on you completing all consultation questionnaires contained on our website truthfully and honestly. You must reveal and disclose all relevant information truthfully to the best of your knowledge. Please do not try to fill in the questionnaire until you're completely clear on what each question means. If you do not understand a question, are unsure how you should answer certain questions, or do not fully understand the advice or information given to you on our site, you can speak to your regular healthcare provider.
• You must not register more than once and must verify that you give us your correct name, address, date of birth, email, and telephone number.
• Please do not register or complete any questionnaires on behalf of anyone other than yourself unless you have permission to do so from that person and we receive express consent from the person in question. Please note that for test kits, we will only give the results to the account holder who ordered the kit.
• Any advice given on the website does not replace that of your regular healthcare provider.
• Please note abusive and threatening behaviour towards our staff will not be tolerated. In such circumstances, we reserve the right to refuse our services.

You should always tell your regular healthcare provider about the treatment we prescribe and medication supplied by the pharmacy.

Please note that you can download a letter for your GP in your account, or we can also inform him/her for you if you ask us to.

For some services, we may be unable to treat you if you do not consent to the sharing of information with your registered GP.

For your security:

• Always read all product packaging and labels carefully before use.
• If you purchase medicine in advance, please always check the date on the box to make sure it's not out of date.
• Your course of treatment is based on your consultation and answers to our questionnaire. Please make sure that only you have access to your medicines.
• We cannot guarantee long medication shelf life. We strongly recommend that if you are requesting medications far in advance or wish to have longer dated medication you must inform us of this need before your request is approved.
• If a medicine is prescribed and dispensed to you, you're responsible for checking that the medicine received is the correct medicine prescribed by ZAVA and that it is not damaged in any way. If in doubt, you must contact the pharmacy to seek advice and/or replacement as required. Do not consume any medicine which is not the medicine prescribed or which is damaged on arrival.

We are not liable for any damages which result from:

(i) A failure by you to provide and continuously maintain complete, truthful and accurate information in your account and in all the questionnaires you complete or any other information you provide to us.

(ii) A failure by you to follow the advice given on the website or from your failure to pass on information given on the website to your regular healthcare provider.

(iii) Effectiveness or any side effects from medication. For the avoidance of doubt, medicine may not be 100% effective due to a variety of factors. Known or unknown side effects can occur with any medication or treatment. Always read the patient information leaflet. Our clinical staff make every effort to ensure you are provided with advice and treatment within current national guidelines or updated information as applicable. You are not entitled to a refund or replacement in circumstances set out in this section.

2.4 Off-label use of licensed medication

All medications we offer are fully licensed within the UK. We prescribe some medications for conditions or circumstances outside of the license, also known as 'off-label'. Prescribing 'off-label' is a common practice by healthcare professionals to ensure a medication can safely benefit as many patients as possible. We only offer these medications when we are confident that we have reviewed the literature and guidelines. Our prescribing is always based on updated information and evidence since the product first became available.

3.1 We ensure that our prices for consultations, diagnosis, and medical prescriptions are clearly set out on our website. The prices shown include a component for the medical service provided to you by ZAVA in its own name and a component (collected from you by ZAVA as an agent for Asda) for the medication/treatment to be dispensed to you by Asda in its own name.

Note that the price that you'll see on our website is the total price, including these two components. Delivery charges are shown separately before ordering. All prices quoted are inclusive of VAT (where applicable). There are no hidden charges.

3.2 It is possible that, despite our best efforts, some of our services may be incorrectly priced. If that is the case, we are under no obligation to provide the services to you at the incorrect (lower) price if the pricing error is obvious and unmistakable, and you could have reasonably recognised the price displayed as an error.

3.3 You're responsible for providing valid credit, debit card or other relevant payment details. You must be authorised to use these details and to authorise us, or our payment service provider, to take payment in full for the items you've ordered, including any associated fees due to us under these terms and conditions, including delivery fees.

If your payment details have expired or are invalid in any way, we will try to contact you. If you are unable to give us the updated information, we reserve the right not to deliver your medicines to you.

3.4. Note that the payment will be on hold until we have accepted your order. Hence, if your order is not accepted, you will not be charged.

When you submit an order, you will receive an email confirming that we've received it. Your order will be binding once you receive the email informing you that your order has been approved. This is when our doctor will issue the prescription, and your treatment or test kit will be sent. Cancellation requests after this point in time might not be possible (please read the cancellation section below).

For photo assessment or the two-step journey (as described in the section How it works above), the service begins once you receive the email indicating that we've received your order as our doctors will start to render the requested service.

We reserve the right to reject any order.

The cancellation of your order depends on the type of service you ordered and the time of cancellation as explained below.

You can cancel your order by reaching out to our Patient Care team or sending a message in your account.

All treatments, including services, that involve a prescription.

• If the order confirmation email not yet received: it is possible to cancel your order.
• If the order confirmation email is received: you cannot cancel your order any longer.
• Prescriptions are valid for up to 6 months unless otherwise recalled by the doctor. Some testosterone medication prescriptions are legally valid for a maximum of 28 days. All test kits will not be valid after 6 months from the date of ordering. Any samples sent after this period will not be eligible for testing nor a refund. This is due to the expiry dates of some test kits components which may affect the integrity of your sample and your results

Test kits

• For all unused, sealed, and undamaged kits or any faulty kits: you can cancel your order within 14 (fourteen) calendar days of delivery of the test kit to you or the person who signs for it.
• Note: We will charge an administration fee of 10 pounds. The refund will then be made minus this fee.
• If the kit is used, unsealed or damaged: we will not accept any cancellation.

Goods that do not require a prescription

You can cancel your order within 14 (fourteen) calendar days of delivery of the goods to you or the person who signs for it.

Orders requiring additional services, such as photo-based pre-assessments

• If the order process has not started yet: you can cancel your order.
• If the order process has started: you will be able to partially cancel it. You will be liable for the costs relating to the service we have already provided, e.g., if our doctors have started to assess your condition by looking at the photos you provided before the order process is complete.

Telephone consultation (when available)

• You can cancel your order up to the time of your appointment.

Returns policy

For security and sanitary reasons, we cannot reissue any returns for items that have been used or are unpackaged. We are also unable to accept returns for medicines.

You will need to cover the cost of returning test kits or other items unless you can prove that the item was damaged or faulty when you received it.

Refunds policy

When you validly cancel your order (as per the Cancellation Policy section above), we’ll do our best to process refunds within 3 working days from the day of cancellation of the service you ordered, including the order of a test kit if still undispatched. For test kits already dispatched, refunds will be processed within 3 days from when we receive the kit from you.

The funds may take up to 5 working days to appear in your bank account or on your card statement.

Note that we may also contact you to say that we do not accept your order for the following reasons:

1. The medicines or goods are unavailable.
2. We cannot authorise your payment.
3. You are not allowed to use our services.
4. You have ordered too many medicines.
5. There has been a mistake on the pricing.

We care about your privacy. You‘ll find everything you need to know about how we keep your information secure, including data protection, in our Privacy Notice and Cookie Notice.

We’ll usually get in touch with you via email or through your account, although we sometimes post notices on our website. For contractual purposes, please make sure you understand and agree to receive electronic communication from us and that you acknowledge that all contracts, notices, information, and other electronic communications that we provide to you electronically comply with any legal requirements that require such communications to be in writing. This condition does not affect your statutory rights.

The English courts have exclusive jurisdiction over any claim arising from or related to the services we provide to you. We reserve the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.

Our terms and conditions and any dispute or claim arising out of, or in connection with them or their subject matter or formation, including non-contractual disputes or claims, shall be governed by and construed in accordance with the law of England and Wales.

These terms and conditions, our Privacy and Cookie Notices, website use terms and any document expressly referred to in this agreement constitutes the whole agreement between you and us.

This supersedes all previous discussions, correspondence, negotiations, previous arrangement, understanding, or agreement between us relating to the use of our website and the services made available on it.

We may change our terms and conditions at any time by amending this page. Please read these terms and conditions every time you use our services so that you’re aware of any changes we have made, as these are the terms applying when using our website and when ordering from us.

Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our website.