Terms and Conditions

Last revised on 14/09/2024
For further information regarding our policies, please contact us.

Introduction

Please read these Terms and Conditions carefully, as they govern your access to, attempt to access, and use of the Online Health Optimisation Clinic’s services.

By submitting an order for our services or using the Online Health Optimisation Clinic, including our website (https://theonlinehealthoptimisation.clinic) and Client Space, you agree to these Terms and Conditions in full, along with any other rules, policies, and procedures published by the Online Health Optimisation Clinic on the website, Client Space, or communicated to you by the Clinic from time to time (collectively, the “Terms and Conditions”).

If you do not understand, accept, or agree to these Terms and Conditions, you are not authorised to use the Online Health Optimisation Clinic’s services.

The Online Health Optimisation Clinic reserves the right to suspend or terminate your access to the website or Client Space at any time, without notice and without liability, if it reasonably determines that you have breached these Terms and Conditions.

Overview

The Service is owned and operated by The Online Health Optimisation Clinic Ltd (“The Online Health Optimisation Clinic”, “our”, “us”, “we”), a company registered in England and Wales (company number XXXXXXX). Our registered office address is in London, UK.

The Online Health Optimisation Clinic enables individuals in the United Kingdom (“Customer”, “Customers”, “you”, “your”, “yourself”) to obtain blood tests, which are then analysed by medical professionals.

Additionally, the Online Health Optimisation Clinic provides referrals to medical practitioners specialising in the treatment of testosterone deficiency for individuals who meet the referral conditions, as outlined in the BSSM (British Society for Sexual Medicine) Guidelines.

The Online Health Optimisation Clinic reserves the right to modify the charges for its services at any time, with any changes being notified to you in accordance with these Terms and Conditions.

By using the services of the Online Health Optimisation Clinic, you acknowledge and accept that these services differ from those provided by the NHS or your local NHS GP surgery (if you are registered with one).

The Online Health Optimisation Clinic is not intended for use in emergency situations or as a substitute for your local GP (General Practitioner).

Emergency Situations

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

In critical or life-threatening situations, such as the following, you should call 999 or the emergency number in your country:

  • Difficulty breathing
  • Severe bleeding that cannot be stopped
  • Severe chest pain
  • Loss of consciousness
  • Acute confused states or fits that do not stop
  • Suspected heart attack or stroke

If you have medical concerns unrelated to the treatment provided by the Online Health Optimisation Clinic or its doctors, you should consult your local GP or doctor.

1. Information You Provide

You warrant, without exception, that any information you provide is honest, legitimate, and an accurate representation of your situation as you understand it. With respect to any information from other service providers or sources, you warrant and confirm that such additional information is accurate, legally obtained, and untampered with.

You acknowledge and agree that you are not permitted, under any circumstances, to amend, alter, or tamper with the contents of any documents created by our Practitioners or through our services.

You may, at any time, be notified that information is available for your review, which may be private and time-sensitive. Therefore, you should consider ease of access when selecting the email address linked to your account.

You are required to notify us as soon as reasonably possible of any:

  • Changes to your legal name
  • Changes to your email address
  • Changes to your postal address, including postcode
  • Changes to your mobile telephone number (you are not permitted to use a landline number instead of a mobile telephone number)
  • Changes to your debit or credit card details, including the billing address of any card registered to your account

2. Blood Test Services

2.1. For the provision of blood test services, we subcontract our subsidiary company, Medichecks.com Ltd (“Medichecks”), a company registered in England and Wales (company number 06491221), with its registered office at Mathon Court, West Malvern Road, Mathon, Malvern, Worcestershire, WR13 5NZ.

2.2. Where treatment services are provided by Medichecks, they act as a subcontractor for The Online Health Optimisation Clinic. You remain contracted with The Online Health Optimisation Clinic, and these Terms and Conditions continue to apply.

2.3. If you wish to make a complaint regarding any aspect of the treatment services provided by Medichecks, you may do so by contacting [email protected].

Consultations

Our consultations last up to 30 minutes. You acknowledge and accept that you are required to purchase a full consultation, and you will be charged the full cost even if your consultation is shorter than 30 minutes. You also accept that you are not entitled to any rebate, refund, or compensation if you do not use the full duration of the session, or if you terminate the video or voice call during the consultation. It is at the Practitioner’s discretion whether or not to allow you to continue a consultation once it has been interrupted.

If you terminate a consultation scheduled with The Online Health Optimisation Clinic, it may prevent you from receiving some of the services, and you understand that this is your choice. Therefore, we accept no liability if you choose to end the consultation prematurely.

Please note that when you purchase a consultation from The Online Health Optimisation Clinic, you waive your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including the 14-day cooling-off period, as you are agreeing to receive instant services that are fully used and charged for at the time of the consultation.

Please also note that purchasing a consultation does not guarantee treatment. The decision to offer treatment is at the discretion of the Practitioner. You acknowledge that you are not entitled to any rebate, refund, or compensation if a Practitioner decides not to offer you treatment following a consultation.

The Online Health Optimisation Clinic will notify you via email if any booked consultation must be amended, changed, or cancelled.

Prescriptions and Medications

You understand and accept that there is no guarantee of being issued a prescription for any medication. The issuing of a prescription is at the sole discretion of the consulting Practitioner and is subject to the limitations applied by The Online Health Optimisation Clinic’s clerical team.

All prescriptions provided by The Online Health Optimisation Clinic are private prescriptions (not NHS prescriptions), and you accept that private prescriptions are subject to charges. Any reference to a “prescription” includes repeat prescriptions where applicable. Prescriptions are issued solely at the discretion of the Practitioner and at a price determined by The Online Health Optimisation Clinic.

You agree that any prescriptions obtained via the service are for your personal use only. Furthermore, you agree to carefully read and follow all instructions provided by the Practitioner, pharmacy, or on the prescription label before taking any prescribed medication. If you have any questions or do not fully understand the reasons for being prescribed a medication, you agree to contact a Practitioner, another doctor, or a pharmacist.

Refunds or returns for prescriptions or medications fulfilled by a pharmacy are not available, as prescription drugs cannot be returned.

Letters (Including Referral Letters)

If you require a referral letter, you will be charged the current fee for a letter, which will not exceed six (6) single-sided A4 pages, subject to the formatting requirements of The Online Health Optimisation Clinic. Should you require a longer letter and the Practitioner agrees to write it, you will be charged for the additional pages.

By accepting this charge, you confirm that you have read and accepted that we are not financially or medically responsible if your referral is declined. You also confirm that you have provided a full and accurate medical history to your doctor and have not withheld any information that may affect the likelihood of your referral being accepted.

Delivery by Post

The cost of delivering documents to a UK mainland address via Royal Mail post (once only) is included in the relevant administration fee.

Documents will be posted based on the following schedule:

  • Created between 6 am and 2 pm = dispatched the same day (except for weekends, when it will be dispatched the next working day)
  • Created after 2 pm = dispatched the next working day (any day)

We send documents via Royal Mail First Class post (or equivalent), but we do not guarantee a specific delivery time or expected delivery date. If you do not receive your document within five (5) working days of it being marked as sent in your account, you should contact us.

If you do not inform us of an issue, we will deem documents sent by first-class post to have been received by you within 48 hours of being marked as sent.

3. Costs

If for any reason you are unable to authorise payment for any Service(s) in advance, you acknowledge that neither The Online Health Optimisation Clinic nor the Practitioner is obliged to provide such Services.

Any fees and charges incurred on an account are the sole responsibility of the account holder (i.e., the individual whose details are registered under the account). All payments must be pre-authorised before any Services are provided and settled immediately upon completion of the Services. Consultations may be curtailed, or Services suspended, if payment is not provided.

You expressly authorise The Online Health Optimisation Clinic to pre-authorise or charge any debit or credit card linked to your account for any applicable charges, as outlined in these Terms and Conditions (subject to updates) or as otherwise agreed in writing. You accept that failure to successfully complete pre-authorisation or payment processes will likely result in Services not being provided. Services may not be offered, or consultations may be cancelled if your billing information is inaccurate, invalid, or insufficiently funded.

You agree that any unpaid balance on your account becomes due within seven (7) days of The Online Health Optimisation Clinic notifying you of the balance. After this period, the balance will accrue daily interest at a rate of 3% per annum above Barclays’ lending rate. Reasonable costs of collection, including court and legal fees, may be added to the outstanding balance as principal amounts. If you dispute any charge, please contact us promptly, and no interest will be charged on disputed amounts until the issue is resolved.

The Online Health Optimisation Clinic does not accept payment via insurance providers.

PLEASE NOTE: Failure by your credit or banking provider to enable The Online Health Optimisation Clinic to pre-authorise or clear payments is your sole responsibility. You will remain personally liable for the fees and charges, and The Online Health Optimisation Clinic may take formal action to recover the outstanding amounts.

Delivery Costs

Standard delivery refers to items sent either by email or via Royal Mail first-class post (or equivalent) to UK mainland addresses. Costs for other delivery methods will be provided upon request.

Please ensure that the address (whether email or postal) provided is correct, as The Online Health Optimisation Clinic will use that address for delivery.

4. Your Online Health Optimisation Clinic Account

To access the website and the Services, you represent and warrant that you are at least eighteen (18) years of age and have the legal right, capacity, and ability to accept and agree to these Terms and Conditions on your own behalf.

You agree to create your Online Health Optimisation Clinic account accurately and truthfully, including but not limited to your name, postal address, mobile telephone number (do not substitute a landline for a mobile number), email address, and password.

Your account details are personal, and you are solely responsible for maintaining their confidentiality. You are liable for all activity that occurs under your account. You agree to prohibit anyone else from using your account and to notify The Online Health Optimisation Clinic immediately of any actual or suspected unauthorised use or any other security concerns. Until such notification is provided, any actions taken under your account will be assumed to be authorised by you.

To ensure compliance with these Terms and Conditions, we reserve the right to monitor your access to and use of the Client Space and Services. The Online Health Optimisation Clinic may, at its sole discretion, deny access to the Client Space or refuse Services in cases of actual or suspected misuse or non-compliance, including but not limited to security concerns or potential infringement of intellectual property rights.

The Online Health Optimisation Clinic reserves the right to refuse access to the Client Space to anyone at its sole discretion, whether or not the user has previously registered, accessed, or used the Services. The Online Health Optimisation Clinic does not provide consultations or blood tests to individuals under the age of 18.

5. Geographical Restrictions

While The Online Health Optimisation Clinic does not have any Geographical Restrictions currently. For the first year or two we are only looking to serve clients/patients with certain medications such as Testosterone Enanthate 250mg, Methenolone Enanthate 100mg (Bayer Rimobolan or Primobolan by PharmaQO or Hilma BioCare) etc. However, time to time we may time patients outside the UK. Accessing the Services from territories where any content and/or services may be illegal is strictly prohibited.

6. Identity Checks

To protect the interests and safety of patients, The Online Health Optimisation Clinic conducts checks to verify the identity of any person wishing to use the Services. Third-party providers of online ID verification services assist in these checks. You will be asked to provide certain information (generally your name, address, and date of birth), which will be shared with the third-party providers to verify your identity.

By using the Website or Client Space and the Services, you expressly consent to:
(i) The passing of this information to third-party ID verification providers.
(ii) The execution of the ID check, even though such checks may leave a digital footprint on your online credit file.

If the check results in a “fail,” you will be asked to provide secondary ID information (e.g., Driving Licence, Military ID Card, Police Warrant Card, UK Disabled Driver Card). If secondary ID is not provided, The Online Health Optimisation Clinic may cancel any consultations or services you have booked.

7. Security

The Online Health Optimisation Clinic may contact you by telephone, post, or email to verify your account information and may request further information to prevent fraudulent activity. You agree to provide this information within seven (7) working days of the request.

Failure to provide such information in the requested manner may result in The Online Health Optimisation Clinic suspending or denying your access to the Client Space and Services until the information is provided to their reasonable satisfaction.

8. Modifications to Terms and Conditions

Please print and keep a copy of these Terms and Conditions. The Online Health Optimisation Clinic reserves the right to modify the Terms and Conditions periodically for any reason. The updated Terms will be posted on the Website before any change becomes effective, and material changes (including changes to Costs) will be notified to you prior to implementation.

Any revision or change will be binding and effective immediately upon posting the revised Terms on the Website. If you do not agree with the changes, you should cease using the Services.

The most current version of the Terms and Conditions is always accessible via the “Terms & Conditions” link in the footer of the Website. Once a new version is published, it supersedes all previous versions.

9. Electronic Medical Records (EMR)

Your EMR is created to document (via consultation with a Practitioner only), store, and access your personal health information online, including medical history, health conditions, symptoms, allergies, and medications.

If you would like a copy of your EMR, you may request it at any time by contacting the clerical team via [email protected]. It is recommended that customers periodically request this information to share it with other medical providers or insurers.

10. Information Resources (Opt-in)

By registering for the Services and opting into non-essential marketing, you agree to receive offers, promotions, surveys, newsletters, and information on common medical topics or preventive care. You may also receive messages with links to related websites and specific questions about your account or email address.

The Online Health Optimisation Clinic provides self-care informational services that offer general medical and health information. These communications are not comprehensive medical texts and should not be relied upon as a substitute for patient-specific medical advice, diagnosis, or treatment. They are for general educational purposes only.

The information may be compiled from various sources and may not be authored by The Online Health Optimisation Clinic. The Clinic makes no warranty as to the content of these materials and does not represent or warrant that any particular drug or treatment is safe, appropriate, or effective for you.

You can opt-out of these communications at any time by contacting [email protected].

11. Limitations on Use

You agree not to engage in the following:

  • Illegal Use: Using services unlawfully or for any unlawful purpose.
  • Prescription Sharing: Allowing others to use your prescribed tests, services, or medications.
  • Account Sharing: Letting another person use your account or login credentials.
  • Unauthorized Promotion: Promoting the services without permission.
  • Security Breaches: Attempting to undermine system security or access unauthorized data.
  • Data Harvesting: Collecting information about other users.
  • Inappropriate Content: Posting harmful, offensive, or virus-laden material.
  • Tampering: Modifying, hacking, or reverse engineering any part of the platform or services.
  • Infringement of Intellectual Property: Violating copyright or intellectual property rights.

If any such violations occur, The Online Health Optimisation Clinic reserves the right to delete offending content and suspend your access.

12. Operational Functionality

The clinic maintains full control over the functionality of its Client Space, website, and services. It reserves the right to modify, suspend, or discontinue any features or services at any time. The clinic is not responsible for data transmission issues, and retains the right to delete or maintain communications and content in accordance with its policies.

13. Temporary Use Licence

While logged into your account, you are granted a non-transferable, temporary license for personal use of the services. This license prohibits:

  • Recording Consultations: Making recordings of consultations is not allowed.
  • Misuse of the Website: Introducing harmful software or attempting unauthorized access will be prosecuted under the Computer Misuse Act 1990.

14. Linking

You may link to The Online Health Optimisation Clinic’s homepage as long as it is done legally and fairly, without misrepresenting an association or endorsement. Framing the site on another webpage or linking in a way that damages the clinic’s reputation is not allowed. Permission to link may be withdrawn at any time.

Links to third-party websites provided by the clinic are informational, and the clinic is not responsible for their content.

15. Intellectual Property

The Online Health Optimisation Clinic, or its licensors, retains all intellectual property rights related to its name, services, products, and materials, excluding your Electronic Medical Record (EMR). You may not reverse-engineer, distribute, or copy any part of the software or documentation unless permitted.

Any violation of these intellectual property rules may result in legal action. Written consent from The Online Health Optimisation Clinic is required for any use of intellectual property not explicitly authorized in these Terms and Conditions.

16. Legal Notices and Disclaimers

  • Medical Disclaimers: The Online Health Optimisation Clinic does not endorse or take responsibility for the advice of its independent Practitioner contractors. All medical decisions are the responsibility of you and your Practitioner. The clinic is not a substitute for your primary care provider, and if your condition worsens, you are encouraged to contact your GP or local medical services immediately.
  • Content Disclaimers: Non-medical content on the website should not be construed as medical advice, and the clinic assumes no responsibility for actions taken based on such content.
  • General Disclaimers: The clinic cannot guarantee that the website is secure, virus-free, or free from defects. Users are responsible for their own virus protection and ensuring that all people accessing the website comply with the Terms and Conditions.
  • Third-Party Disclaimers: The Online Health Optimisation Clinic does not endorse third-party products, promotions, or websites linked from their platform, and assumes no liability for third-party content.

17. Service Reliability and Warranties

The Online Health Optimisation Clinic does not guarantee uninterrupted, error-free, or 100% secure service. Reasonable precautions will be taken to prevent failures, including regular backups, but full restoration of data may take several days if needed.

18. Limitation of Liability

The clinic is only liable for loss or damage that is foreseeable as a result of breaking this contract or failure to use reasonable care and skill. However, they are not liable for losses due to the inability to use the website or reliance on its content.

The clinic’s liability does not extend to business losses as the platform is for personal, non-commercial use. Any claims of loss or damage related to third-party websites are also excluded.

The clinic’s liability does not exclude or limit cases of unlawful actions such as fraud, or negligence leading to death or personal injury.

19. Termination and Survival

  • Termination by the Clinic: The clinic may suspend or terminate the contract if you fail to make payments, provide necessary information, or seriously breach the Terms and Conditions. Compensation may be deducted for net costs incurred due to the breach. Refunds may be issued for services not received if your account is terminated under other circumstances.
  • Termination by You: You may terminate your account at any time, and refunds for unused services may be provided, minus any costs incurred by the clinic.
  • Survival of Terms: Some terms, including Security, Intellectual Property, Limitation on Liability, Privacy, and Applicable Law, will continue to apply even after the termination of your account. The clinic reserves the right to delete personal data unless required to retain it by UK law.

This section provides both you and The Online Health Optimisation Clinic with guidelines on termination, service disclaimers, and liabilities in the case of disputes or service interruptions.

20. Delivery of Services

  • Services are provided only after full payment for consultations, administrative, and delivery fees. The Online Health Optimisation Clinic does not accept payments from insurers, so all fees are the responsibility of the Account Holder.
  • All costs incurred are pre-authorized, and failure to settle fees immediately after services may result in interest charges at 10% per annum above Barclays’ lending rate, plus collection costs.
  • The clinic reserves the right to change its pricing structure at any time. If pre-authorization of your payment method fails, services may not be provided or appointments may be cancelled.

21. Refunds

  • The refund process is subject to the clinic’s refunds & returns policy. If you believe you are entitled to a refund, you must contact the clinic with a full description of your concern.
  • Clients are advised to seek resolution directly with the clinic before escalating complaints to external regulatory authorities. The clinic will dispute any chargeback initiated through your payment provider, and you will be responsible for covering any costs incurred by the clinic in disputing the claim.

22. Fair Usage Policy

  • While the clinic strives to provide excellent support, it may limit the number of contacts per month (e.g., 4 emails) if a user is deemed to be abusing the service or requiring excessive support.

23. Disputes

  • Non-medical complaints: Contact the clinic and fully explain the issues. The clinic will aim to resolve the dispute through open communication.
  • Medical complaints: Use the Contact Us form and include “I WANT TO MAKE A FORMAL MEDICAL COMPLAINT” at the top of your message. You can provide as much information as you feel comfortable sharing.
  • The clinic will dispute any chargeback claims through your payment provider and will hold you responsible for any administrative and legal costs if the claim is decided in its favour.
  • Complaints Procedure:
    • Complaints are acknowledged within 3 working days, and a resolution plan is developed with an agreed-upon time frame.
    • The clinic aims to resolve complaints within 28 days and will stay in contact during the process.
    • If a resolution is not reached, options to escalate the complaint will be provided to the complainant.

24. Circumstances Outside Our Control

  • The Online Health Optimisation Clinic and its staff are not responsible for delays or failures in the supply of services due to circumstances beyond their control. In such cases, the clinic will inform you as soon as possible and take steps to minimise the impact.
  • If the delay is substantial, you can cancel your account or booked services and request a refund for any services paid for but not received.

25. No Third Party Rights

  • This contract is solely between you and The Online Health Optimisation Clinic. No third party has rights to enforce any part of these terms.

26. Assignment

  • You may not transfer your rights or obligations under these terms to another person without written consent from the clinic.
  • The clinic may transfer its rights and obligations to another organisation, and you will be notified if this happens. Your rights will not be affected by such a transfer.

27. Privacy

  • By agreeing to these terms, you also agree to the clinic’s Privacy Policy, which is considered part of these Terms and Conditions.

28. Applicable Law

  • These Terms and Conditions are governed by English law. Legal proceedings related to the Website, Client Space, or Services can be brought in the English courts, or, if you live in Scotland or Northern Ireland, in Scottish or Northern Irish courts.

29. Severability

  • If any part of these Terms and Conditions is deemed illegal or unenforceable, the rest will remain in effect. Each clause operates independently, and if a court invalidates one, the others will still apply.

30. Waiver

  • A delay in enforcing any part of these terms does not mean The Online Health Optimisation Clinic waives its right to enforce them later. For instance, if you miss a payment but services are still provided, the clinic can still require payment at a later time.

31. Notices

  • The clinic may communicate with you via:
    • Email (using the address provided in your account),
    • Written communication (to your postal address),
    • General notices on the Website or Client Space.
  • You can contact the clinic through the Contact Us section at any time.

32. Comments and Suggestions

  • The clinic welcomes suggestions and creative submissions from customers. By submitting ideas, artwork, computer code, or other creative materials, you assign all copyright and intellectual property rights to the clinic. You also waive any moral rights in the submitted materials, granting the clinic the right to use, reproduce, or publish them without compensation.
  • This clause does not apply to personal information submitted as part of your Electronic Medical Record (EMR) or other personal data held in your account.