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Terms of Service

1. Introduction

These Terms of Service ("Terms") govern the Prescrivia platform ("Platform") and the platform services provided by Prescrivia ("we", "us", "our"). The applicable terms must be presented before you enter a contract. Where express acceptance or separate consent is required, browsing or continued use alone does not provide it.

Prescrivia operates as a technology intermediary platform. Prescrivia does not make clinical decisions and does not sell medicines. We do not employ doctors, operate pharmacies, dispense medicines, or guarantee treatment access or outcomes.

2. Definitions

  • Platform services means the technology, account, routing, support, payment coordination, and communication tools provided by Prescrivia.
  • Health questionnaire means the information you submit for independent doctor review.
  • Preferred treatment means a treatment or medicine you ask the independent doctor to consider. It is not a prescription request that must be approved.
  • Doctor consultation means review by an independent doctor, carried out separately from Prescrivia.
  • Partner pharmacy means an independently licensed pharmacy that may dispense medicines after valid doctor approval.
  • Product means a medicine or pharmacy item dispensed by a licensed pharmacy, not sold by Prescrivia.

3. Intermediary status

Prescrivia facilitates communication between patients, independent doctors or medical practices, and licensed pharmacies. Each practice and pharmacy operates its own business; the responsible provider can differ between requests. Its identity and applicable service terms must be made available for that service. Prescrivia provides the platform and is not the operator of those independent businesses or a healthcare provider.

  • We do not provide medical advice, diagnosis, treatment, prescriptions, or emergency care.
  • Independent doctors make all clinical decisions using their own professional judgement.
  • Doctors are not employed, directed, or supervised by Prescrivia for clinical decision-making.
  • Licensed pharmacies are responsible for dispensing and pharmacy fulfilment where treatment is approved and available.
  • No treatment, prescription, pharmacy supply, delivery date, or medical outcome is guaranteed.

4. Eligibility and account use

You must be at least 18 years old, legally able to use the Platform, and resident in a supported EU market. Use the Platform only for yourself unless we expressly support another lawful flow. Keep account credentials secure and do not share prescription medicines with others.

5. Your responsibilities

You must provide truthful, complete, and current information, including medical history, medicines, allergies, symptoms, contraindications, and delivery details. You must follow instructions from the independent doctor or pharmacy and seek urgent medical care through local emergency services when needed.

6. Medical assessment process

When you submit a health questionnaire, an independent doctor may review it. The doctor may approve treatment, reject treatment, ask for more information, modify dose or quantity, choose another clinically appropriate treatment, or prescribe nothing. Prescrivia does not influence the doctor to prescribe any specific medicine.

Public treatment information and any preferred-treatment selection are informational and routing tools only. They are not medical advice, diagnosis, medicine advertising, promotion, or a prescribing promise.

7. Pharmacy fulfilment and delivery

If a doctor approves treatment and a licensed pharmacy can lawfully fulfil it, the pharmacy is responsible for dispensing the medicine. Prescrivia does not stock, compound, sell, dispense, or deliver medicines. Delivery timing, availability, substitutions, and pharmacy fulfilment depend on pharmacy, prescription, country, carrier, and supply-chain conditions.

8. Pricing and payment

Checkout identifies the offer, total due and included platform, independent doctor-review, pharmacy-supply, delivery, handling, tax and payment-processing components. A combined payment does not make Prescrivia the medical provider or medicine seller. A prepaid subscription covers the selected period; any monthly equivalent is explanatory, not a monthly debit. Payment does not buy a prescription or guarantee continued clinical suitability. The accepted checkout and subscription terms identify the period, price and supplier arrangements. Prescrivia collects or coordinates payment only within applicable arrangements.

Discounts or promotions apply only to Prescrivia platform or service fees unless the checkout expressly states otherwise and the arrangement is lawful and approved. Prescrivia does not offer medicine-product discounts unless counsel-approved operational terms support that model.

Responsible communications

Communications must accurately describe Prescrivia's intermediary role and the independence of doctors and pharmacies.

  • Do not promote prescription-only medicines or promise treatment approval or clinical outcomes.
  • Clearly disclose paid, sponsored, affiliate or referral relationships in communications about the platform.
  • Commercial relationships must not be presented as controlling clinical or dispensing decisions.
  • Applicable consumer, advertising, medicines and privacy requirements apply; commercial participation is governed by separate terms.

9. Refunds and withdrawal

9.1 Initial doctor rejection — full refund of every fee
If the independent doctor decides during your initial assessment that treatment is not appropriate, before medicine is dispensed, Prescrivia guarantees a refund of the full amount you paid at checkout. This includes every platform-service, doctor-review, pharmacy or product, delivery, handling, tax, and payment-processing fee included in that payment. We make no deduction for services already started or completed, including the initial doctor assessment, and we initiate the refund without requiring you to apply. This initial-rejection guarantee is separate from later discontinuation and withdrawal. If the original payment method cannot receive the refund, our support team may ask for the minimum payment details needed to return it.

9.2 Later clinical discontinuation — unused prepayment
If the independent doctor later decides to discontinue treatment after initial approval, future supply stops and we refund the unused prepayment for the affected prepaid period. The refund is calculated from the amount prepaid for that period, minus only the lawful, documented costs of goods and services actually supplied up to the discontinuation. Each supplied cost is counted once; it is not deducted again from a balance already reduced for that cost. We do not deduct the cost of future or unsupplied goods or services, or impose a penalty for honest health disclosure. This later-discontinuation calculation does not apply to initial doctor rejection under section 9.1 and does not reduce any broader statutory entitlement or more favourable refund promise presented and accepted for your purchase.

9.3 Consumer withdrawal — separate statutory rights
For platform-service or goods contracts covered by EU distance-contract withdrawal rules, you generally have a 14-day right of withdrawal, subject to applicable exceptions and national rules. Independent healthcare services can fall outside those rules; each bundled component requires separate legal classification, and mandatory national rights remain protected. Withdrawal deductions must not reduce the initial-rejection guarantee in section 9.1. Where you expressly requested early services and the required information and consent were provided, a lawful deduction may cover only the proportionate, documented value supplied up to your withdrawal request. Without the required early-performance request or information, no deduction is made for early services. Medicine-return restrictions or goods exceptions apply only where legally applicable, not as an automatic deduction of the entire remaining bundle. Missing return-payment details or reconciliation do not remove an entitlement or extend a statutory deadline. Contact support to arrange necessary minimum return-payment details. The subscription terms accepted for your purchase govern its period and renewal; a later revision does not retrospectively replace your contract. This does not affect your statutory rights.

To exercise an applicable right of withdrawal, send an unequivocal statement to support@prescrivia.com within the applicable period. The optional wording below is not compulsory. Full performance ends a paid service's withdrawal right only where the applicable legal conditions, including prior express consent and acknowledgement, are met. You may use: "I hereby withdraw from the contract for Prescrivia platform services ordered on [date]. Name: [your name]. Email: [your account email]. Address: [your address]. Signature and date: [only needed for paper notices]."

Refunds are made without undue delay and within applicable legal deadlines, using the original payment method unless you expressly agree to a lawful alternative without a refund fee. Where EU distance-contract withdrawal rules apply, reimbursement is due no later than 14 days after notice; a goods-return withholding exception applies only where the law permits it. Missing return-payment details or an internal processing pause does not suspend a valid withdrawal or its legal deadlines.

10. Intellectual property

All content, design, software, and functionality of the Platform are owned by Prescrivia or its licensors and protected by intellectual-property laws. You may not reproduce, distribute, or create derivative works without prior written consent.

11. Limitation of liability

Independent doctors and practices are responsible for their clinical services and duties. Each pharmacy is responsible for dispensing and pharmacy services. Patients must provide truthful information and follow lawful professional instructions. Prescrivia does not assume those parties' obligations merely by providing the platform or coordinating payment, and does not guarantee their decisions, supply or outcomes. Prescrivia remains responsible for its own platform services and liabilities that law does not permit it to exclude or transfer. Nothing excludes liability for fraud, death or personal injury caused by negligence, mandatory consumer remedies, data-protection duties or other non-excludable liability.

12. Governing law and dispute resolution

These Terms choose the law of England and Wales for Prescrivia's platform-service contract. This does not remove mandatory consumer protections or court-access rights under applicable law, including those of your habitual residence. Each practice or pharmacy may have its own contract and applicable law.

Contact support@prescrivia.com about platform complaints; this does not prevent urgent relief, statutory complaints or court proceedings. After a dispute arises, you and Prescrivia may voluntarily agree in writing to arbitration, including its rules, seat, independent arbitrator and costs. These Terms do not compel a consumer to arbitrate or require the complainant to pay all costs. Costs follow the lawful agreement, applicable rules and competent decision. Required ADR participation and disclosures remain subject to operator- and market-specific legal review. Access to courts, regulators and mandatory remedies is preserved. Where applicable law or a binding scheme requires ADR information or participation, we must provide the relevant body’s name, website, eligibility, procedure and lawful fees, state our participation position, and supply the required information with the complaint outcome on a durable medium where required. Voluntary arbitration does not replace those duties. The applicable scheme and any required accreditation or exemption must be verified before it is offered; none is claimed in this draft.

13. Changes to these Terms

Material updates will explain the changes, effective date and legally required notice. Where agreement is required, we will seek it before applying new terms. Continued use alone does not replace required consent or remove contractual rights. Later revisions do not retrospectively change the price, period or refund rights of an accepted purchase. The notice and any account copy must identify the same applicable version. Translations require review against that version; an English copy does not remove mandatory local-language information or consumer protections. Acknowledging a privacy notice is separate from accepting these Terms and from giving any purpose-specific consent.

14. Contact

If you have questions about these Terms, please contact us or email support@prescrivia.com.