General Terms and Conditions of Sale

Introduction
1. These Terms and Conditions of Sale along with additional terms and conditions and policies referenced herein, combined are the terms upon which we supply products and services to you. You agree to be bound by these Terms and Conditions of Sale. If you do not want to be bound by these Terms and Conditions of Sale please do not use our website.
2. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
3. We reserve the right to update, change or replace any part of these Terms and Conditions of Sale from time to time at our discretion. If we do, the updated version will be effective as soon as it is accessible on our website. Please ensure you review the Terms and Conditions of Sale prior to each order you place so that you are aware of changes to them.
Information about us and how to contact us
1. We are THP Health Ltd, (trading as Heracles) a company registered in England and Wales with registered number 15521342. Our address is 20 Wenlock Road, London, England, N1 7GU.
2. You can contact us by writing us an email to support@heracles.health.
3. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
4. When we use the words "writing" or "written" in these terms, this includes emails.
Regulation
1. We are a healthcare service company therefore are regulated by the relevant UK medical bodies. We are registered with the Care Quality Commission (CQC) under registration number 1-21254140213.
2. Heracles offers information, advice and treatment for a range of medical conditions. Our services are provided by qualified UK doctors and clinicians who are registered with the General Medical Council (GMC) and comply with GMC guidelines.
3. We partner with Clarity Pharmacy who dispenses and delivers our products on our behalf. These are qualified pharmacists who are regulated by the General Pharmaceutical Council (GPhC).
4. We also work with partner pathology laboratories to analyse all blood samples. Our diagnostic laboratory testing partner is Viva Health Labs and is UKAS accredited.
5. We reserve the right to change our doctors, clinicians, pharmacists and laboratory from time to time without notice however maintaining our high level of service to you.
Our Online Ordering Process
1. Our online ordering process is as follows:
  1. Once an interest in a treatment has been initiated by you, your eligibility is checked by our verification partner, W2 Global. Our verification partner will match your data to a database of public resources to determine whether the information you have provided us is correct. The data we pass on to our verification partners are the following:
    1. First name and surname
    2. Date of birth (you must be over 18 to purchase our products)
    3. Postcode
    If we cannot verify your identity, we will contact you by email asking you to provide us with proof of identity such as passport or driving licence.
2. Once your identity has been verified and once confirmed that the treatment is appropriate via our consultation process, a prescription will be generated and sent to our pharmacy partner for fulfilment. Prescriptions are deemed clinically appropriate only when approved by one of our clinicians and subject to our Terms and Conditions of Sale. Prescriptions are sent electronically and securely. A clinician can request further information prior to approving an order should they need to and if you fail to respond, we will not be able to approve an order and generate a prescription for fulfilment.
Subscription and Charges
1. All medication is supplied by us on a subscription basis.
2. Medication is supplied on a rolling monthly subscription basis, until cancelled, subject to the clinical assessment by a clinician.
3. Subscription charges may be increased by us at any time and any increase will be notified to you in advance.
4. You may cancel your subscription at any time by giving us written notice. You may cancel an order prior to dispatch as long as we receive your notification by midday on the day of dispatch and this is confirmed by the service provider. Once dispatched, medication cannot be returned for resale and no refund is available for prescription products.
5. We may cancel your subscription at any time. Such cancellation will only be initiated before the next scheduled payment date and refunds are not provided for partially used billing periods in line with the agreed subscription terms.
6. Any failed payments will result in immediate cancellation of your subscription.
Prescription and Non-Prescription Products
1. We supply both prescription and non-prescription products.
2. All products are subject to availability. We will inform you as soon as possible if any products ordered are not available and we will refund you all sums paid.
3. In accordance with MHRA regulations, we do not accept returns of medical products, including prescription and non-prescription medicine and as such we do not offer refunds for returns of such medicines unless they fall under the exceptions contained in these Terms and Conditions or our Terms and Conditions of Sale.
Online Consultations
1. If you are ordering prescription-only medication, you will be required to participate in an online consultation process with our clinicians in order to ensure that you are receiving the most appropriate treatment and medication. Our clinicians will assess your condition to ensure the treatment you have selected is appropriate for you prior to us authorising any prescription. This may include requesting further information from you. If you fail to respond to a request for further information, we may reject your request for a treatment.
2. If we decide your selected treatment is not suitable for you, we will reject your prescription and we will notify you by email. We will also inform you of the reason(s) why your prescription has been rejected. You will not be charged for rejected prescriptions.
3. If you are deemed suitable for a treatment, a prescription will be issued and fulfilled in accordance with section 4 above.
4. Prescriptions are normally issued on a repeat basis dependent upon your clinician’s medical assessment of your consultation. Repeat prescriptions will expire on the earlier of either:
  1. a) you cancel your subscription, or
  2. b) after the duration of your prescription has expired.
5. You can request to cancel or pause your prescription indefinitely at any time by contacting us by writing us an email to support@heracles.health.
6. We cannot dispense more medication than permitted on your prescription unless it is clinically authorised by one of our clinicians.
Our Treatments
1. Testosterone Replacement Therapy (TRT)
  1. Following your online consultation with our clinicians and acceptance by them of your suitability for this treatment, you will be required to complete an initial blood test and then at regular intervals (6 weeks/3 months/6 months/12 months and every 6 months thereafter) to ensure your continued suitability for this treatment. Treatments are based on blood tests and testosterone levels which are liable to change. Blood tests are charged for separately from your subscription payments however may be included in your treatment package – please check with your clinician.
  2. If your blood test results indicate abnormalities which our clinicians consider potentially harmful to your health, we will contact you by email to let you know and advise you to contact your own GP or medical practitioner. It is your responsibility to contact your GP or medical practitioner and we will not be held responsible for any failure on your part to do this.
  3. We have the right to cancel, refuse or pause treatment if any of the following occurs:
    1. you refuse to follow our clinical advice;
    2. you refuse to complete a blood test, including any follow-up blood test when requested to do so by us;
    3. we consider your condition is unsuitable for treatment or ongoing treatment;
    4. at our discretion, we believe your condition is too complex for our clinicians to treat.
  4. Blood tests will be provided by you to our partner laboratory for analysis and results will be sent to our clinicians for interpretation.
  5. You will be charged monthly in accordance with our subscription model however you will receive your medication quarterly until your subscription is cancelled either by us, you or the subscription duration has expired. If you cancel your subscription during this 3-month period having already received your medication, we will continue to charge you monthly until the expiration of that period.
  6. If you require additional consumables in between deliveries, we will provide these to you (if appropriate) at an additional charge.
2. Erectile Dysfunction (ED)
  1. Following your online consultation with our clinicians and acceptance by them of your suitability for this treatment, your prescription will be authorised and sent to our pharmacy partners in accordance with these Terms and Conditions of Sale.
  2. You will be charged monthly in accordance with our subscription model and you will receive your medication monthly until your subscription is cancelled either by us, you or the subscription duration has expired.
3. Weight Loss (WL)
  1. Following your online consultation with our clinicians and acceptance by them of your suitability for this treatment, you will be required to provide us with personal images and BMI information. If we do not receive satisfactory images or appropriate BMI information, we may cancel the subscription at any point, if clinically necessary.
  2. You will be charged monthly in accordance with our subscription model and you will receive your medication monthly until your subscription is cancelled either by us, you or the subscription duration has expired.
Cancellations, Returns and Refunds
1. Please see our Cancellations, Returns and Refunds Policy on our website.
Use of the products
1. All medication provided by us is for your personal use only.
2. All products delivered to you should not be damaged in any way however you are responsible for checking upon delivery that there is no damage. Do not consume any medicine delivered which is not the medicine prescribed or which is damaged on arrival. Please contact us immediately and we will resupply or refund you in accordance with our cancellation, returns and refunds policy.
3. You are responsible for using the products in accordance with our clinician’s instructions.
4. All unused medication should be disposed of in accordance with safe disposal procedures preferably through your local pharmacy.
Other important terms.
1. We may transfer our rights and obligations under these terms to another organisation.
2. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
3. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
4. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
5. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
6. These terms are governed by English law and you can bring legal proceedings in respect of the products or services exclusively in the English courts.
7. If you have a complaint please see our complaints procedure on our website: support@heracles.health.
Promotions
All promotions are subject to change and may end at any time without any prior notification to you. Individual promotions may not be used in conjunction with other promotions. Additional terms may apply. Promotions are based on the subscriber subscribing for a minimum term which is non-refundable and not cancellable until the minimum term has expired. You will be charged for the duration of the subscription term.
1. “Subscribe for 3 months and get 1 month free” promotion
  1. If, once accepted for treatment, you sign up on our subscription model for 3 months, we will give you 1 months’ worth of medication for that treatment free.
2. “Content driven discount” promotion
  1. Produce a video or photo of yourself explaining how you have used the product and the impact it has had on you and post it on your social media platforms linking us in you will receive a discount of 5% you next order.
  2. Each time you re-post this or additional material on your social media platforms linking us in you will receive an additional 5% discount off your next order to a maximum of 30% discount.
  3. You allow us to use your post on our social media platforms free of charge and in perpetuity.
3. “Creators Programme” promotion
  1. You can apply to become an independent creator of content for us.
  2. We will pay you per post and provide a free consultation per month.
  3. Selection for the programme is solely at our discretion and if selected, your subscription for your treatment will be free. We reserve the right to terminate the programme at our sole discretion.
  4. For further information about the programme please contact us on support@heracles.health.
4. “Welcome email” promotion
  1. If we send a promotional welcome email to you and, on the receipt of this you contact us and you are accepted for treatment, we will discount 20% off your first months’ subscription costs.

Treatments

Blood Tests

General Terms and Conditions of Sale