The legal bit, in plain English where possible

Terms & Conditions

These terms govern your use of www.believehealth.co.uk and the services we provide through it. Last updated: 25 September 2026.

1. Introduction

1.1 These terms and conditions (together with the documents referred to in them, including our Privacy Policy) set out the terms on which you may use our website, www.believehealth.co.uk (the "Website"), and the basis on which we provide our services. Please read them carefully.

1.2 By using the Website or our services you confirm that you accept these terms. If you do not agree to them, please do not use the Website or our services.

1.3 We recommend you save or print a copy of these terms for future reference.

1.4 The Website provides access to a private, consultation-led clinical service. Where treatment is clinically appropriate, this may include the issuing of private prescriptions and the arrangement of dispensing and delivery of medicines by a registered pharmacy.

2. About us and how to contact us

2.1 The Website is operated by 2222Group LTD, trading as Believe Health ("we", "us"), a company registered in England and Wales under company number 15938907. Our registered office is at 20 Chadwell Avenue, Romford, RM6 4QH.

2.2 Clinical services are provided by appropriately qualified and registered UK healthcare professionals. Details of the responsible prescriber, including their professional registration, are provided to patients as part of the consultation process.

2.3 Where medicines are prescribed, dispensing is carried out by a UK-registered partner pharmacy. Its details are confirmed to you before any medicine is supplied.

2.4 You can contact us by email at info@believehealth.co.uk. If we need to contact you, we will do so by telephone, email or post using the details you have provided.

3. Our service and how it works

3.1 Our service is consultation-led. It begins with a free introductory telephone call, followed by a confidential health questionnaire and a one-to-one video consultation with our prescriber. We do not supply medicines on the basis of a questionnaire alone.

3.2 A consultation is a clinical assessment. Whether any treatment is prescribed is always a clinical decision made by the prescriber, in discussion with you. Completing a questionnaire, booking a consultation or paying a consultation fee does not guarantee that a prescription will be issued.

3.3 As part of the assessment we will verify your identity, and we may seek to verify relevant parts of your medical history (see clause 9). Our clinical questions follow recognised good practice.

3.4 The service is intended for residents of the United Kingdom aged 18 or over. We do not provide services to anyone under 18. By using the service you confirm you meet these requirements.

3.5 You must provide accurate and complete information about your health, medical history and medicines, and tell us promptly about any changes. The safety of your care depends on it, and we accept no responsibility for consequences of information you provide being inaccurate or incomplete.

3.6 All consultations, advice and written information are provided in English. Please tell us if you need any support to understand them fully.

3.7 This service is not for emergencies. If you are acutely unwell, contact your GP or NHS 111; in an emergency call 999.

4. Prescriptions, dispensing and supply

4.1 Where the prescriber decides treatment is appropriate and you wish to proceed, a private prescription will be issued and sent electronically to our dispensing pharmacy, which dispenses and delivers the medicine to you. A contract for the supply of medicine is formed when we email you to confirm your prescription has been issued and accepted for dispensing.

4.1A We hold an account with our dispensing pharmacy. The pharmacy charges us for your medicine and we charge you the same amount, with no margin added, shown as a separate line on your invoice from our clinical fees. Dispensing and delivery are included at no extra cost. We will tell you the medicine price before you confirm each order, and payment is taken before the order is placed with the pharmacy.

4.2 If we are unable to proceed (for example because treatment is not clinically suitable, a medicine is unavailable, or there has been an error in the price or description shown), we will tell you and you will not be charged for the supply (any charge already taken for that supply will be refunded).

4.3 Medicines are dispensed and supplied within the United Kingdom only.

4.4 Always read the manufacturer's patient information leaflet supplied with your medicine, and follow the directions you have been given. Contact us if anything is unclear.

4.5 Packaging may vary from any images shown.

5. Fees and payment

5.1 Our fees are displayed clearly before you commit to anything: the consultation fee before you book, and treatment costs before any prescription is dispensed. There are no hidden fees.

5.2 Payment for your initial consultation is taken when you book it, after your free introductory call; any ongoing programme fees are agreed with you, in writing, before they start. Where you agree to an ongoing treatment plan with recurring payments, we will only store and charge your payment details with your explicit agreement, and we will tell you the amount and timing of each charge in advance. You may cancel future payments at any time (see clause 6). Medicine charges are payable before each order is placed with the dispensing pharmacy (see clause 4.1A).

5.3 You are responsible for ensuring your payment details are valid and up to date. If a payment fails we will contact you; treatment cannot be dispatched until payment has been made.

6. Cancellations, refunds and cooling-off

6.1 Consultations may be cancelled or rearranged free of charge with at least 24 hours' notice. With less notice, or if you do not attend, the consultation fee may be retained.

6.2 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day cancellation right does not apply to (a) services once they have been fully performed with your agreement, which includes a consultation that has taken place, and (b) medicinal products, which for safety reasons cannot be returned for reuse once dispensed.

6.3 You may cancel a treatment supply at any point before we confirm it has been dispatched, and we will refund it.

6.4 Once dispatch is confirmed, medicines cannot be cancelled, returned for a refund or exchanged. This does not affect your statutory rights in respect of medicines that are faulty, damaged or not as described. If that happens, contact us in writing promptly and we will put it right, including a refund or replacement where appropriate. Please do not return medicines by post unless we ask you to; we may instead direct you to dispose of them safely via a pharmacy.

6.5 Approved refunds are made to your original payment method within 14 days.

6.6 You may stop treatment at any time. Please speak to us first so we can advise on stopping safely, and to cancel any future recurring payments.

7. Delivery

7.1 Medicines are dispatched only after clinical approval and payment. Estimated delivery times run from dispatch, not from consultation.

7.2 Risk in the medicines passes to you on delivery to the address you provided. Because prescriptions are personal, we cannot change the delivery name, and address changes are not possible once a supply has been processed.

7.3 If a delivery arrives damaged, or a temperature-sensitive medicine arrives in a condition that concerns you, do not use it. Contact us straight away and we will advise and arrange a replacement where appropriate.

8. Your responsibilities

8.1 Our service and any medicines supplied are for your personal use only. You must not share, sell or supply any medicine to anyone else; doing so is unsafe and unlawful.

8.2 You agree to attend (or rearrange in good time) the reviews that form part of your plan, to follow the advice you are given, and to tell us promptly about side effects, new medicines or changes in your health.

9. Your information and your GP

9.1 We handle your personal and health information in accordance with our Privacy Policy, which explains what we collect, why, who we share it with and your rights.

9.2 We may need to verify your identity (including, where used, through a third-party identity verification service). If we cannot verify your identity, we will not be able to prescribe.

9.3 We strongly recommend that you consent to us informing your GP of anything we prescribe: joined-up records make your care safer. We will not contact your GP without your consent. However, where we cannot adequately verify important parts of your medical history by other means, there may be treatments we are unable to prescribe safely. The prescriber will discuss this with you openly.

10. Using our Website

10.1 The Website is provided free of charge and on a temporary basis; we may suspend, withdraw or change it (or any part of it) without notice, and we are not liable if it is unavailable at any time.

10.2 The general information on the Website is provided in good faith but is not a substitute for individual medical advice, and we make no guarantee that it is complete or up to date at all times.

10.3 We own (or licence) all intellectual property rights in the Website and its content, including our name, logo and written materials. You may not copy, modify or reuse them without our permission.

10.4 Links to third-party websites are provided for information only; we are not responsible for their content.

11. Our liability

11.1 Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded.

11.2 Subject to clause 11.1, we are not liable for: losses caused by inaccurate or incomplete information you have provided; losses arising from use of the service or medicines otherwise than in accordance with the advice and directions given; business losses; or events outside our reasonable control (including courier delays).

11.3 Our advice supports, and does not replace, the care of your GP and other clinicians involved in your health.

12. Complaints

12.1 If something isn't right, please tell us: email info@believehealth.co.uk with "Complaint" in the subject line. We will acknowledge your complaint within 3 working days and aim to respond fully within 20 working days.

12.2 If you remain unhappy, you can escalate your concerns to the relevant UK professional regulator; we will provide the appropriate contact details on request. Concerns about the safety of a medicine can also be reported to the MHRA Yellow Card scheme (yellowcard.mhra.gov.uk).

13. Prescription medicines: important notice

13.1 Prescription-only medicines are prescribed and supplied only following an individual clinical assessment. In line with UK law, we do not advertise or promote prescription-only medicines to the public; specific treatment options are discussed privately during consultations.

13.2 By proceeding after your consultation you consent to us beginning the prescribing and dispensing process. The statutory cooling-off period does not apply as set out in clause 6.2.

14. General

14.1 We may update these terms from time to time; the version on this page at the time you use the service applies. Material changes affecting an ongoing plan will be notified to you.

14.2 If any provision of these terms is found to be invalid, the remainder continue in force. A delay in enforcing these terms is not a waiver.

14.3 These terms, together with the documents referred to in them, are the entire agreement between you and 2222Group LTD (trading as Believe Health) in relation to the Website and our services.

14.4 These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction (if you live in Scotland or Northern Ireland, you may also bring proceedings there).

2222Group LTD, trading as Believe Health · 20 Chadwell Avenue, Romford, RM6 4QH · Company no. 15938907 · info@believehealth.co.uk