Terms & Conditions

These terms and conditions (the "terms") govern the users ("you" or "your") use of the website cuvahealth.co.uk (the "website") and the services offered on it (the "services"). The website is run and operated by Curb Healthcare Ltd, trading as Cuva Health ("Cuva Health"). By using the website and making any purchases, you are transacting with Curb Healthcare Ltd and agree to be bound by the terms outlined below.

Please read these terms carefully before you start using the website. By using our website and services, you accept these terms and conditions and agree to abide by them.

Contents

1. About us
2. Our services and how you should use them
3. Pricing and payment
4. Binding contract
5. Cancellations and returns
6. Delivery
7. Privacy Notice and data protection
8. Written communication
9. Jurisdiction and applicable law
10. Entire agreement
11. Variations

1. About us

1.1 This website and these services are operated by CURB HEALTHCARE LTD ("we"/" us"), trading as Cuva Health. We are registered in England and Wales under company number 15827540 and have our registered office and trading address at Curb Healthcare Ltd t/a Cuva Health, Suite 116a Business First Centre, Davyfield Rd, Blackburn BB1 2QY.

1.2 You can contact us by email at hello@cuvahealth.co.uk or by telephone on 0330 043 5447.

1.3 We are registered with and regulated by the General Pharmaceutical Council (GPhC), the independent regulator of pharmacists, pharmacy technicians and pharmacy premises in England and Wales. Our pharmacists are registered with and regulated by the GPhC and, as such, comply with the GPhC standards.

1.4 2. Medicines will be dispensed and supplied by Curb Healthcare Ltd trading as Cuva Health.

2. Our services and how you should use them

2.1 Cuva Health: what we do

• We provide medical consultations to you based on online questionnaires you complete, telephone or video conversations, secure messaging, and photo assessments.
• Suppose our clinicians 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 we will legally supply and dispense the medicines to you directly.
• You can contact our clinicians 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.

Cuva Health 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 Cuva Health: 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 clinicians 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 clinicians in line with best medical practice, specific to each service.

Consultation

Our services follow a stepwise journey:

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.
8. Share pictures and other information, if asked.

The prescriber 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 clinicians aim to respond to you within 24 hours on weekdays. If we require additional information from you, we will need such information before 12pm on the weekday requested, for your order to be dispatched on time that day, pending the prescriber's approval. Please note our clinicians 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 clinicians.

We will email or text you (if applicable) a confirmation that you've successfully registered with us and that our clinicians are reviewing your questionnaire and attachments. If our clinicians require further responses from you, we will need such information from you before 12pm on the weekday requested, for your order to be dispatched on time that day, pending the prescriber's approval

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 local Post Office. 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.

We use tracked delivery services for all orders, and in some cases, a signature may be required upon receipt. Once the tracking information confirms that a parcel has been delivered to the correct address, it is deemed fulfilled.

If you believe that you have not received your parcel despite tracking showing successful delivery, it is your responsibility to provide evidence to the contrary. We are not liable for parcels that are lost, stolen, or misplaced after delivery has been confirmed by the courier.

Please ensure that the delivery address provided is accurate and that someone is available to receive the parcel where required.

Any amendments made by the customer to the delivery arrangement with the courier after dispatch (including redirections, address changes, or rescheduled delivery dates) may result in delays. Cuva Health is not responsible for delays resulting from such changes, and cold-chain guarantees do not apply where delivery alterations are initiated by the customer.

Your account

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

1. Recommendations
2. The Treatments we provided to you
3. A link to our services
4. A help section
5. Your settings
6. 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 by contacting us. 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 understand that by dishonestly making a false representation or providing untrue or misleading information to us in order to obtain a prescription / healthcare service, is a criminal offence under the Fraud Act 2006 the maximum penalty for which is imprisonment, a fine or both.
• 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 we can inform your GP 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, labels and the enclosed Patient Information Leaflet, 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 Cuva Health and that it is not damaged in any way. If in doubt, you must contact us to seek advice and/or replacement as required. Retain all medicines and packaging, failure to do so will result in us unable to replace your medicine. 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.

3. Pricing and payment

3.1 We ensure that our prices for consultations, diagnosis, and medical prescriptions are clearly set out on our website. The price that you'll see on our website is the total price. 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.

4. Binding contract

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 prescriber 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).

We reserve the right to reject any order.

5. Cancellations and returns

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

You may cancel your order via your account on the website or by contacting us, provided it has not yet been approved or processed by our team.

All treatments, including services, that involve a prescription.

• If the order approved email is not yet received: it is possible to cancel your order
• If the order approved email is received: you cannot cancel your order any longer.
• 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 clinicians have started to assess your condition by looking at the photos you provided before the order process is complete.

Returns policy

We cannot accept returns or offer refunds for any medicines that have been dispensed, unless the item is faulty, damaged, or sent in error. This is in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

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.

Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or not what you ordered, you are required to notify us within 24 hours of delivery by emailing support@cuvahealth.co.uk or using our contact form. Include: your order number, a brief description of the issue and

clear photos of the product and packaging (where applicable).

We will review the information provided and may request further details to confirm the issue. In certain cases, we may ask you to return the item to us for inspection (we will cover any return postage costs if the item is confirmed to be faulty or incorrect).

Once confirmed, we will: send a replacement item, or issue a full refund, including any standard delivery charges (if applicable)

Claims made after 24 hours of delivery may not be eligible for a refund or replacement. Items must not have been used, tampered with, or altered in any way. This policy applies only to issues arising before or during delivery, not to damage or loss occurring after delivery has been confirmed.

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:

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

Order Compliance & Right to Cancel

We reserve the right to cancel and refund any order where we determine, in our sole discretion, that it does not comply with our Terms & Conditions or legal and regulatory requirements.

This includes, but is not limited to, situations where:

• The customer is not resident in the United Kingdom
• A postal forwarding or parcel redirection service is used
• We have reason to believe the order is being exported or supplied outside the UK
• The information provided is incomplete, misleading, or inaccurate

Where an order is cancelled for these reasons, any payment taken will be refunded to the original payment method.

6. Confirmed Delivery & Liability

• Delivery to the Address Provided

Once an order has been delivered to the address provided by the customer at checkout, responsibility for the parcel transfers to the customer. This includes where delivery has been confirmed by the courier through tracking data, photographic evidence, GPS-coordinate evidence, or scanning confirmation.

• Delivery to a Neighbour, Safe Location or Collection point

By placing an order, you authorise delivery to a neighbour, safe place or authorised collection point where applicable. Delivery to these locations will be considered successful delivery and responsibility will transfer at that point. Where the courier confirms delivery to a neighbour, safe location or collection point in accordance with their standard delivery practices, the parcel will be deemed delivered to the customer and liability transfers at that point.

• Post-Delivery Loss, Theft or Non-Receipt

Cuva Health is not liable for any loss, theft, damage or failure to receive a parcel after the courier has confirmed delivery to the address provided or an alternative location accepted by the courier. Any such incidents constitute a matter between the customer and the receiving third party (e.g., neighbour or building management).

• Royal Mail Investigations

Where Royal Mail (or another courier) confirm delivery but the parcel cannot be located by the customer, Cuva Health can assist by requesting a courier investigation no earlier than 7 days after the expected delivery date, in line with courier policy. Courier investigations may take 30 days or longer to conclude.

• Police Reporting Requirement

• If the parcel is believed to have been taken by a neighbour or another party and is not returned, the customer may be required to report the matter to the police and provide a crime reference number to support any ongoing courier investigation.
  
• Temperature-Sensitive & Cold-Chain Medicines

Certain medicines supplied by Cuva Health require refrigerated storage and careful handling to maintain their safety, stability, and effectiveness.

1. Customer Responsibility on Delivery

Where an order contains a temperature-sensitive or cold-chain medicine, it is the customer’s responsibility to ensure:

The parcel is promptly received at the delivery address provided

The contents are inspected immediately upon delivery

The medication is stored in accordance with the instructions provided

Responsibility for appropriate storage transfers to the customer once the courier confirms successful delivery.

2. Inspection & Reporting of Issues

Customers must check the contents of their parcel immediately upon receipt.

Any issues relating to the condition of the parcel, packaging, or medication — including suspected damage, missing items, or temperature concerns — must be reported to Cuva Health within 24 hours of confirmed delivery.

Any issues with delayed or non-delivery must be reported to Cuva Health within 24 hours.

We may be unable to investigate or resolve concerns reported outside this timeframe due to the nature of medicines and storage sensitivity.

3. Storage Requirements

Temperature-sensitive medicines must be stored strictly in line with the manufacturer’s instructions and accompanying patient information leaflet. Failure to store medicines correctly may render them unsafe or ineffective.

4. Exposure to Excessive Temperatures

Medicines exposed to temperatures outside the manufacturer’s recommended range (including temperatures exceeding 30°C where applicable) may lose stability. Cuva Health cannot verify the integrity of medicines once delivered and therefore cannot accept liability for products that may have been improperly stored or exposed to unsuitable conditions after delivery.

5. Identification of Medicines Within Packaging

Customers are responsible for inspecting and identifying the contents of their delivery. Cuva Health cannot accept liability where medicines were not recognised, were mistaken for packaging materials, or were not promptly removed from the parcel.

6. Returns & Refunds – Medicines

In accordance with UK pharmacy regulations and patient safety requirements:

Dispensed medicines cannot be returned for refund once delivered, except where the product is faulty, damaged, or supplied in error

Refunds or replacements cannot be provided for medicines compromised due to storage conditions outside Cuva Health’s control

7. Safety Priority

For patient safety reasons, any medicine suspected of improper storage or temperature exposure should not be used.

8. Where delivery of a temperature-sensitive medicine (including but not limited to GLP-1 weight-management injections) is attempted and unsuccessful, and the parcel is subsequently held at a Royal Mail or courier delivery office, responsibility for timely collection rests with the patient.

We are not responsible for:

Delays in collection from a delivery office

Delivery office closures or restricted opening hours

Failed redelivery attempts arranged directly with the courier

Deterioration of temperature-sensitive medication while held at a delivery office

Medication rendered unsuitable due to delayed collection

7. Privacy Notice and data protection

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.

8. Written communication

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.

9. Jurisdiction and applicable law

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.

10. Entire agreement

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.

11. Variations

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.