Terms of Service

Medetone Ltd — Last updated: 14 Aug 2026

Terms of Service

Medetone Ltd

Last updated: 14 Aug 2026

These Terms of Service govern your access to and use of uk.medetone.com and any associated pages, content, features, and services.

Please read these terms carefully before using the Site or placing an order. By accessing the Site, creating an account, completing an online questionnaire, or otherwise indicating your consent, you agree to be bound by these Terms of Service and the documents referenced in them.

If you do not agree, do not use the Site.

1. About Medetone

Medetone Ltd

32 Galena Road, London, England, W6 0LT

Email: info@medetone.com

Medetone provides an online platform that supports access to healthcare-related services and, where clinically appropriate, the supply of prescription-only medicines through UK-registered professionals and pharmacy operations, regulated by the General Pharmaceutical Council (GPhC).

2. Related documents

These Terms of Service should be read together with:

Privacy Policy

Cookie Policy

Refund Policy (UK)

Shipping Policy

Any product-specific, service-specific, safety, or regulatory notices displayed on the Site.

If there is a conflict between these Terms and a specific product or service notice, the specific notice will apply to that product or service.

3. Eligibility and acceptable use

3.1 Personal use

The Site is intended for personal, non-commercial use only.

3.2 Minimum requirements

You must be at least 18 years old and legally capable of entering into a contract, and must provide accurate and complete information when creating an account or using our services.

3.3 Acceptable use

You agree not to:

Use the Site in any way that is unlawful, harmful, or misleading

Attempt to access systems, accounts, or data without authorisation

Interfere with the Site's security or operation

Use automated tools to scrape, copy, or harvest data without permission

Impersonate another person or provide false information

3.4 Access from outside the UK

If you access the Site from outside the United Kingdom, you are responsible for complying with local laws. Our services are intended for customers resident in the UK, as stated on the Site.

3.5 Suspension or termination

We may restrict, suspend, or terminate your access to the Site if you breach these Terms, misuse the services, or if we must do so to protect patient safety, security, or compliance.

4. Healthcare, prescriptions, and patient responsibilities

4.1 No emergency service

The Site does not provide emergency medical services. If you need urgent care, call 999 or attend your nearest A&E.

4.2 Clinical assessment and prescribing

Prescription-only medicines, where offered, are supplied only after a clinical and safety assessment by appropriately qualified professionals. Prescriptions may be issued by UK-registered doctors or appropriately qualified prescribing partners, regulated by the GPhC or GMC as relevant. A prescription may be declined where it is not clinically appropriate or safe.

4.3 Your responsibility to provide accurate information

You agree to provide truthful, complete, and accurate information in questionnaires, consultations, and follow-up communications. Inaccurate or incomplete information may result in refusal of service, cancellation of an order, or patient safety risks.

4.4 Ongoing suitability

Some treatments require ongoing review. We may request updated information to ensure continued suitability and safety.

4.5 Communication with your usual healthcare provider

Where legally permitted and with your consent, we may share relevant information with your usual healthcare provider (such as your GP).

4.6 Health content

Any information provided on the Site is for general information only and does not replace professional medical advice, diagnosis, or treatment.

5. Orders, pricing, and payment

5.1 How orders work

Orders are placed through the Site. Where a prescription-only treatment is requested, the order includes a clinical review. If approved, the prescription is transmitted to Medetone Ltd or to a partner pharmacy arranged by Medetone for dispensing and supply.

5.2 Partner pharmacies and fulfilment

Medetone may arrange for a partner pharmacy to dispense and fulfil your order. Where a partner pharmacy is used, that pharmacy will be responsible for dispensing the medication in accordance with the applicable prescription and regulatory requirements, and must itself be GPhC-registered.

5.3 Order acceptance

An order is considered accepted when you receive confirmation that it has been approved and/or dispatched, depending on the service flow described at checkout.

If a prescription is not issued following clinical review, the order will be cancelled and refunded in accordance with the Refund Policy (UK).

5.4 Prices and VAT

Prices are shown in pounds sterling (£) and include applicable UK VAT unless stated otherwise.

5.5 Payment

Payments are processed through secure payment providers. We do not store full payment card details.

Where stated on the Site, payment may be authorised at checkout and captured when the order is accepted for processing.

6. Delivery, returns, and refunds

Delivery terms, returns, and refunds are governed by the Shipping Policy and Refund Policy (UK).

Because we supply prescription-only medicines, returns of medicines are not accepted once dispatched, and cancellation and refund rights are limited once an order is accepted for dispensing, in line with the Consumer Contracts (Information, Cancellation and Charges) Regulations 2013, which excludes a right to cancel sealed goods (such as medicines) once unsealed after delivery for health protection reasons. This does not affect your statutory rights under the Consumer Rights Act 2015 if a product is faulty, damaged, or not as described. Please read the Refund Policy (UK) before ordering.

7. Unsolicited submissions

If you send us unsolicited ideas, suggestions, concepts, prototypes, or other materials, they will not be treated as confidential. You agree that we may use such submissions without compensation, subject to applicable law.

If you submit any personal data to us, it will be processed in accordance with our Privacy Policy.

8. Intellectual property

All content on the Site, including text, graphics, logos, images, videos, software, and design elements, is owned by Medetone Ltd or its licensors and is protected by intellectual property laws.

You may view and download content for personal, non-commercial use only. You may not copy, reproduce, modify, distribute, publish, create derivative works from, or exploit any Site content without prior written permission.

9. Accuracy, availability, and changes to the Site

We work to keep the Site accurate and available, but we do not guarantee that:

The Site will be uninterrupted or error-free

Content will always be complete, current, or free from inaccuracies

Any feature will remain available indefinitely

We may change, suspend, or withdraw parts of the Site at any time, including for security, compliance, operational, or clinical reasons.

10. Third-party links

The Site may include links to third-party websites. We do not control these sites and are not responsible for their content, availability, or privacy practices. Links do not imply endorsement.

11. Limitation of liability

To the extent permitted by law:

We are not liable for indirect, incidental, consequential, or economic losses arising from use of the Site.

Nothing in these Terms limits or excludes liability where it cannot be limited or excluded under applicable law, including liability for death or personal injury caused by negligence or for fraud.

Your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015, are not affected.

12. Data protection

We process personal data in accordance with the Privacy Policy, the UK GDPR, and the Data Protection Act 2018.

Where you provide health information as part of a clinical assessment, you acknowledge that such data may be processed as special category data with appropriate safeguards to deliver the service safely and lawfully.

13. Force majeure

We are not responsible for delays or failure to perform obligations caused by events beyond our reasonable control, including strikes, outages, fire, flood, severe weather, disruptions to communications networks, or failure of third-party service providers.

14. Automatic prescription renewal service (if applicable)

If the Site offers an automatic renewal service for recurring treatments, the following applies:

14.1 Authorisation

By enabling automatic renewal, you authorise recurring charges to your selected payment method for the applicable treatment and shipping, as shown at the time you activate the service.

14.2 Cancellation

You can cancel automatic renewal at any time by contacting info@medetone.com or by using account controls where available. Cancellation will apply to future renewals and does not affect orders already accepted for processing.

14.3 Clinical oversight

Automatic renewal remains subject to clinical suitability. A clinician may pause or stop renewals if continued supply is not clinically appropriate.

15. Governing law and disputes

These Terms are governed by the laws of England and Wales.

We encourage customers to contact us first to resolve complaints informally. Pharmacy-related complaints that cannot be resolved may also be raised with the General Pharmaceutical Council (www.pharmacyregulation.org). If a dispute cannot be resolved, it will be submitted to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory consumer protection rights that apply in your part of the UK.

16. Contact

For questions about these Terms of Service, contact: info@medetone.com

Medetone Ltd

32 Galena Road

London, England

W6 0LT