User Terms
Hormones and You UK Terms of Use and Conditions of Sale
Last Updated: 07/06/2022
These User Terms are important so please read them carefully. They apply when you browse our website at www.hormonesandyou.com ("Website").
By using our site, you confirm that you accept these User Terms and that you agree to comply with them. If you do not agree to these terms, you must not use our site. We recommend that you print a copy for your records.
We may change these User Terms from time to time so you should check back regularly to see if anything has changed. The changes will become effective from the next time that you access the website. The User Terms were last updated on the date set out above.
We may also make changes to the Website from time to time and will try to notify you of any significant changes on the Website.
Who we are, what we do and contacting us
The Hormones and You website is owned and operated by Gluck International Limited ("Company", "we", "us", or “our”), a company registered in England and Wales with the company number 09753512 and with registered address: 27 Mortimer Street, London, England, W1T 3BL.
Through our Website, we provide a platform to enable users to create an account and obtain (i) online physician questionnaire consultations, (ii) if prescribed by the online physician, certain prescription medications from third-party service providers, and (iii) certain other products or services made available by us on the Website (the "Services").
The terms by which you can order Services and by which we provide the Services to you are set out in our Service Terms
If you have any questions about anything in these User Terms or if you have technical issues or wish to make a complaint, then just contact us at support@hormonesandyou.com
Your rights and restrictions
The Website is for your own personal and non-commercial use only.
The Website is intended for use only in the United Kingdom
When using the Website and your Account, you agree not to:
attempt to undermine the security or integrity of the Website, Company's computing systems or networks or, where the Services or Website are hosted by a third party, that third party's computing systems and networks. Company will report any security breach to the relevant law enforcement authorities and will co-operate with those authorities by disclosing your identity to them;
use, or misuse, the Services or Website in any way which may impair the functionality of the Services or Website, or other systems used to deliver the Services or Website or impair the ability of any other user to use the Services or Website;
attempt to gain unauthorised access to any materials other than those to which You have been given express permission to access or to the computer system on which the Services or Website are hosted;
transmit, or input into the Services or Website, any files or data that may damage any other person's computing devices or software, content that may be offensive, or material or data in violation of any law (including data or other material protected by copyright or trade secrets which you do not have the right to use);
create links to the Website unless Company gives you prior written consent;
attempt to modify, copy, adapt, reproduce, disassemble, decompile or reverse engineer any computer programs used to deliver the Services or to operate the Website except as is strictly necessary to use either of them for normal operation and other than as permitted by law;
impersonate any other person while using the Website;
conduct yourself in a vulgar, offensive, harassing or objectionable manner while using the Website; or
use the Website for any unlawful purpose.
If you use any communication tools available through the Website (such as any forum, questionnaire or message centre), you agree only to use such communication tools for your domestic purposes and in accordance with the law. You must not use any such communication tool for posting or disseminating any material unrelated to the Website or for advertising or marketing purposes.
When you make any communication on the Website, you represent that you are permitted to make such communication. Any communications shall be conducted in a courteous manner. Company is under no obligation to ensure that the communications on the Website are legitimate or that they are related only to the use of the Services.
You may have other rights granted by law, and these User Terms do not affect these except if the two are inconsistent. If this is the case then these User Terms will override any other rights which you may have, unless this is not permitted by law.
Your personal information
Company takes its responsibility for care of your personal information very seriously. Please see our Privacy Policy for information on how Company processes your personal information.
Disclaimers
Other than as set out in these User Terms the Website is provided on an "as is" and "as available" basis. Company makes no representations or warranties of any kind, express or implied, as to the operation of the Website or the Services or any information, content, materials or products included or referenced on the Website.
Company does its best to ensure that the information accessed through the Website is accurate and up to date but cannot guarantee that this will always be the case.
Company aims to make the Website available to you all the time but sometimes it may be unavailable due to maintenance or to factors outside of Company's control, such as the internet.
Company follows industry standards and processes to prevent against the introduction of viruses, malware and malicious attacks that may harm the Website or the device that you use to access the Website, but Company cannot guarantee that the application will be totally free from viruses and malware.
Company does not guarantee that the Website will be compatible with all hardware and software that you may use.
The Website may contain links to third party web sites or programs that are not controlled by Company. Company is not responsible for the content, terms and conditions, offers or privacy policies of such sites and programs. Your dealings with third party sites are solely between you and the applicable third party and you should read their terms and conditions and policies before using them.
Company's rights and obligations
Company may change, modify, amend or remove some or all of the functionality or content on the Website at any time.
Company reserves the right to remove any communication or any material held within the Website at any time in its sole discretion.
You agree that Company is free to use any comments, information or ideas contained in any communication you may send to us without compensation, acknowledgement or payment to you for any purpose whatsoever, including, but not limited to, developing, manufacturing and marketing products and services and creating, modifying or improving the Website, Services or other products or services.
Company and/or Company's licensors are the owners of the Website, which includes (but without limitation) any software, applications and domains made available through it.
All intellectual property rights in the Website, and the content (except the personal information of you and other users contained your and their accounts), video, audio, graphics, logos, icons and service names which appear on the Website belong, or are licensed, to Company. You do not have any rights to such intellectual property except as expressly set out in these User Terms.
Our liability to you
These User Terms do not exclude or limit Company's liability (if any) for:
death or personal injury caused by Company's negligence;
fraud;
fraudulent misrepresentation; or
any matter which it would be illegal for Company to exclude or attempt to exclude Company's liability.
Company is only liable to you for losses which you suffer as a direct result of Company's breach of these User Terms and which are reasonably foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted the User Terms was made, both we and you knew it might happen.
General
These User Terms and all communications between us will be in English. No other languages will apply to these User Terms.
You may not transfer any of your rights under these User Terms to any other person.
We may transfer any of our rights under these User Terms to any person or ask any person to fulfil any aspect of it so long as the performance of these User Terms is not affected.
Only you and we have any rights under these User Terms. No other person shall have any rights under these Terms.
Each of the paragraphs of these User 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.
These User Terms will be governed by English law and you may bring legal proceedings in respect of these User Terms and/or the supply of services by us in the English Courts. If you live in Scotland you can bring legal proceedings in respect of the supply of services by us in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the supply of services by us in either the Northern Irish or the English courts.
Identification Checks
If you aim to purchase a prescription product, we are required to verify your identity automatically after purchase. Once your identity is verified your prescription will be approved by our clinical team.
Our identity verification partner is LexisNexis. Their privacy policy can be found here. LexisNexis will match your responses to the medical questionnaire to their database of resources to evaluate whether the information provided is correct.
The following information is passed on to LexisNexis:
Full name
Date of Birth
Address
In the event where we are unable to verify your identity with LexisNexis, we will contact you to please send us a copy of your passport or driver's license along with a selfie within 5 days. This data is stored safely and are only required to process your order. If you identity is not verified after 5 days we will have to cancel and refund your order.
9. Our online consultations
Some of our products and services require you to complete an online consultation (a short questionnaire about your health and wellbeing that you take before purchasing a product/receiving a prescription). You must complete the online consultation truthfully and to the best of your knowledge. The online consultation should be completed by you, for you. It is very important that if you are unsure of an answer, you check it with your GP. We and our partners, including our prescribers, will rely on your responses for the purposes of medical assessment and to determine if the product/prescription is suitable for you.
Service Terms
These Service Terms are important so please read them carefully before you use the services on our website. They create a contract between you and us when you click 'Confirm Order'.
These Service terms apply when you create an account on this website at www.hormonesandyou.com ("Website") and use the Website for any of the following (“Services”):
Requesting and/or obtaining an online physician consultation (“Consultation”);
Requesting and/or obtaining a prescription to purchase any medication available through the Website (“Prescription”);
Requesting and/or obtaining any prescription medication available through the Website (“Prescription Product”)
These Service Terms tell you:
How we will provide Services to you,
How you and we may change or end the contract created between you and us,
What to do if there is a problem and
Other important information.
Please read these Service Terms carefully before you agree to them. If you think that there is a mistake in these terms please contact us to discuss.
These Service Terms do not cover your purchase of any Consultation or Prescription Product. The Prescription Products are sold by our partner pharmacy The Specialist Pharmacy, company number 06816158 and registered office at 27 Mortimer Street, London, England, W1T 3BL (“Pharmacy”). The Pharmacy’s terms and conditions of sale are set out in the Pharmacy Terms (below) which create a separate contract between you and the Pharmacy regarding your purchase of any Prescription Products.
Who we are, what we do and contacting us
We are Gluck International Limited, a company registered in England and Wales with the company number 09753512 and with registered address: 27 Mortimer Street, London, England, W1T 3BL. ("Company" "we", "us", “our”).
We offer a platform where you can create an user account ("Account") which allows you to:
Obtain a Consultation;
Purchase, on a monthly subscription basis ("Subscription"), Prescription Products, if any, that have been prescribed to you based on your Consultation; and
Purchase other Non-Prescription Products made available on the Website from time to time.
We are a platform provider to help facilitate transactions that are carried out on the Website. We are neither the buyer nor the seller of the Consultations or the Prescription Products. The Consultations and Prescription Products are sold by Pharmacy on the Pharmacy Terms
Our Services
Through the Website, you can contract with us for the Services made available by us on the Website. However, as discussed in these Service Terms, your contract for the Prescription Products you subscribe to through the Services will be with Pharmacy rather than with us.
We are under a legal duty to provide Services that conform to their description on the Website and these Service Terms.
We rely on you providing accurate information in order to provide the Services, so please ensure you answer our questions accurately. The Services are designed to help you access Consultations and, if prescribed by the physician, to buy the Prescription Products through a Subscription. To do this, we will ask questions about your health and current medication. Your answers are reviewed by licensed partnered prescribers registered in the United Kingdom to determine whether it is safe to prescribe the Prescription Product to you. It is important you provide accurate responses to these questions, as you would to your doctor. In some cases, you may also need to answer additional questions to allow them to make this assessment, and we will contact you accordingly.
We work with independent prescribers, our prescriber, is registered with and regulated by the Nursing and Midwifery Council (NMC) in 23 Portland Place, London, W1B 1PZ United Kingdom. Registered under Gluck International Limited, 27 Mortimer Street, London, England, W1T 3BL.Our prescriber, Elena Caraman, an independent nurse, registration number 01H1771O (https://www.nmc.org.uk/registration/search-the-register/). Our Partner Prescribers are responsible for reviewing your treatments and issuing prescriptions for you, and are responsible for any diagnoses that they make and for prescriptions that they issue.
We partner with The London Specialist Pharmacy (incorporated and registered in England and Wales under company number 06816158, with its registered office address at 27 Mortimer Street, London, England, W1T 3BL) (the “Pharmacy”) to dispense and deliver Treatments to you.
When you make an offer to purchase any prescription Treatments, and this is accepted by us on behalf of the Pharmacy, you enter into an agreement with the Pharmacy to purchase the relevant Treatments. We are not a party to any agreement for the sale of prescription Treatments.
To be able to access the Services you must first complete the questionnaire. If eligible, you will be able to proceed with payment and create an Account with us. You can register for and use the Services through our Website provided that you are at least eighteen (18) years old and a resident of the UK. You must provide all details that we request during the sign up process, including valid contact details and a valid payment method as permitted on the Website.
You acknowledge and agree that any Treatments that you purchase through our Site are for your own personal use only.
Our website is solely for the promotion of our Services and the Products in the UK. You must be a resident of England or the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK.
Ordering
When you submit an order request for a Consultation and/or any Product (by clicking on the "Subscribe" button), Company will send you an email with an order number to confirm receipt of your order. The order number will also be visible when you log in to your Account. It will help us if you can tell us this order number whenever you contact us about your order.
When you receive an order number, you have entered a contract with us for the Services on these Service Terms, and you have also entered a contract with Pharmacy for the Consultation on the Pharmacy Terms. You have not entered into a contract for any Subscription for Prescription Products at this stage. You only have a contract with Pharmacy for a Subscription if and when your physician approves a Prescription. Note that when you click “Subscribe”, payment is taken for your full order, including any requested Subscription, but if you are not approved for a Prescription Product, your payment, less any charged Consultation fee, will be refunded to you.
The contract formed on entering into a Subscription for Prescription Products is solely between Pharmacy and you. When you order a Consultation and/or a Subscription on the Website, you agree to the Pharmacy Terms are
directly between you and Pharmacy. We are not a party to this contract and do not have any responsibility arising out of or in connection with it. We are not an agent for Pharmacy. Pharmacy is responsible to you for the sale and delivery of the Prescription Products and for dealing with any claims or any other issues with the Prescription Products.
When we contact you, we will do so by telephone (including SMS) or by writing to your email address or postal address using the contact details provided in your Order. You must keep your contact details up-to-date in your Account so that Company can contact you about your order as necessary.
Your Subscription, cancelling and renewing
Your Subscription will continue on a 3 month basis until you cancel it. We will take payment using the payment details in your Account on the same date every 3 months, starting from the date that your Prescription is issued.
You may cancel your Subscription at any time during your Subscription. If you cancel your membership within 72 hours of your monthly billing date, we will still take payment for your next month's Subscription. Your Subscription shall continue until the end of that month before being cancelled. If you do not complete the follow up questionnaire in time, your subscription will be automatically renewed with no changes to your treatment plan
From time to time we may contact you to verify that the information we have on file about your health and medication is still current and accurate and to ask you to notify us of any changes where it isn't. In order to keep your Subscription active you must respond to any such request within the time period set out in the request.
In order to keep your Subscription active and continue to receive Prescription Products, you must renew your Prescription every year from the date of the Prescription. You will receive an email notifying you how and when you need to renew your Prescription.
You can also find specific details of your Subscriptions by logging in to your Account.
We may terminate your Subscription if:
You have not renewed your Prescription in accordance with these Service Terms within one year of the when your Prescription was issued;
Your payment details or contact details are out of date/expired;
You have not confirmed that the information we have on file about your health and medication is still accurate (or updated your details if there has been a change) within the requested time period;
Your Account has been terminated or suspended (as set out below);
The requested Prescription Product is unavailable/out of stock;
We cannot authorise your payment for any reason; or
There has been a mistake on the pricing or the description of the Services.
User Accounts
You must ensure that your username and password are kept secure and confidential. You are responsible for any activity on your Account. It is your sole responsibility to monitor and control access to and use of your Account. You agree to keep your information accurate, complete and current.
You may make copies of your information contained in your account in any format and in doing so, you may make copies of reasonable portions of the Website and the material and content of the Website and your Account.
We may suspend access to your account or terminate your Account at any time and for any reason. We will tell you as soon as possible if we suspend or terminate your Account.
You can terminate these Service Terms at any time by contacting our customer services team. If you do so, you will no longer be able to access your Account or the information held in your Account and you will not be able to obtain any Products.
Your Responsibilities
You are responsible for the information you provide to us about yourself, your medical conditions and your medication. You are responsible for letting us know if there are any changes in this information and for keeping it up to date. In particular, you need to tell us about any changes in your medical conditions, your medication and your delivery address. You promise that this information is accurate and acknowledge that if you do not provide accurate and up to date information you could be putting your health at serious risk. You can update your information by logging into your Account.
You must review the patient information leaflet and follow the clinical directions provided with each Product before using it.
You are responsible for notifying your doctors that you are using any Products.
You agree that you will only order and use the Website, the Services and the Products for your own personal use. We do not offer the Website or the Services for you to use or order Consultations or Products on behalf of other people, including partners or other family members.
You agree not to use our Website, the Services or any Products for any unlawful purpose. We will not be responsible for any misuse or abuse of the Website, Services or Products.
Our liability to you
These Service Terms do not exclude or limit our liability (if any) for:
death or personal injury caused by our negligence;
fraud;
fraudulent misrepresentation; or
any matter which it would be illegal for us to exclude or attempt to exclude our liability.
We are only liable to you for losses which you suffer as a direct result of our breach of these Service Terms and which are reasonably foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted the Service Terms was made, both we and you knew it might happen.
Our Right to make changes to these Service Terms
We may make changes to these Service Terms, but if we do so we will give you at least 10 working days notice of any changes and you may then contact us to cancel your Subscription before the changes take effect and receive a refund for any Services or Products paid for but not received.
Payments
All prices set out on the Website are inclusive of all taxes payable in the United Kingdom. The price of the Consultations and Products will be the price indicated on the page displaying your order when you clicked “Subscribe”. We take all reasonable care to ensure that the prices displayed are correct.
You may pay for Consultations and Products:
using your credit or debit card as indicated on the Website
You have to enter your chosen payment method and details when you open your Account. By completing your payment details, you confirm that the payment method being used belongs to you.
All payments are subject to the approval of the financial institution issuing your credit/debit card and credit verification or the provider of e-money or an e-wallet, and we will not be responsible if the payment fails credit verification or if such financial institution or provider refuses to accept or honour the payment for any reason. We may also report any suspicious transactions to the relevant authorities. We may decline to accept or take any payment without giving any reason. Please note that it can take 2 to 3 days (excluding weekends and bank holidays) to process your payment. We will tell you if we incur any issues obtaining approval for the payment. This may cause a delay in delivering the Products to you and we will not be able to process your payment and deliver the Consultation or any Products until we have received authorisation.
The payments you make include our fee for the Services and the price of the Consultations and Products and we will collect the relevant payment on behalf of Pharmacy.
Delivery
Delivery of the Prescription Products will only take place if your Prescription is approved and once the Subscription payment every 3 months has been processed. The delivery of the Prescription Products is governed by the Pharmacy Terms
Your personal information
We take our responsibility for care of your personal information very seriously. Please see our Privacy Policy for information on how we process your personal information. Processing of your information by the Pharmacy will be governed by the Pharmacy Terms
Complaints and Customer Services
If you are unhappy with our service to you or any other matter then please contact us as soon as possible at: support@hormonesandyou.com
Please provide us with your full name, the details of your complaint, actions taken to date to resolve your complaint and how and when you would like to see the issue resolved
Complaints will be acknowledged within 4-6 working days and our aim is then to respond to you within 10 working days with a full investigation and resolution in a letter. On occasions, it might take longer to investigate complaints but we will always contact you to let you know why it may take
Where your complaint is related to the provision and delivery of the Consultation, Prescription and Prescription Products or is medical in nature, we may redirect your query to the Pharmacy.
We will try to resolve any disputes with you quickly and efficiently. If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:
let you know that we cannot settle the dispute with you; and
give you certain information required by law about our alternative dispute resolution provider.
Disclaimers
The Services, and any Products provided through the Website, are provided on an "as is" and "as available" basis. We make no representations, express or implied, as to the services, the products, or any information, content, or materials included in or referenced on the website. to the maximum extent permitted by law, we disclaim all warranties and conditions, express or implied, in respect of the products and services contemplated by these service terms, including, without limitation, implied warranties and conditions of merchantability and fitness for a particular purpose.
We do our best to ensure that the information accessed through the Services is accurate and up to date but cannot guarantee that this will always be the case.
We aim to make the Services available to you all the time but sometimes they may be unavailable due to maintenance or to factors outside of our control, such as the internet.
General
These Service Terms and all communications between us will be in English. No other languages will apply to these Service Terms.
You may not transfer any of your rights under these Service Terms to any other person.
We may transfer any of our rights under these Service Terms to any person or ask any person to fulfil any aspect of it so long as the performance of these Service Terms is not affected.
Only you and us have any rights under these Service Terms. No other person shall have any rights under these Service Terms.
Each of the paragraphs of these Service 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.
Even if we delay in enforcing these Service Terms we can still enforce it later. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
These Service Terms will be governed by English law and you may bring legal proceedings in respect of these Service Terms and/or the supply of services by us in the English Courts. If you live in Scotland you can bring legal proceedings in respect of the supply of services by us in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the supply of services by us in either the Northern Irish or the English courts.
Pharmacy Terms
These terms and conditions (“Terms”) apply to the sale and delivery of prescription medications through the website www.hormonesandyou.com (the “website”). by clicking “Subscribe”, you are agreeing to these terms. these terms create a contract between you and The Specialist Pharmacy, company number 06816158 and registered office at 27 Mortimer Street, London, England, W1T 3BL (“Pharmacy”).
https://www.pharmacyregulation.org/registers/pharmacy/name/Specialist%2BPharmacy
Pharmacy sells certain prescription medications through the H+Y Website. The H+Y Website is owned and operated by Gluck International Limited, company number 09753512 and with registered address: 27 Mortimer Street, London, England, W1T 3BL.
Pharmacy fills and dispenses medications through The Specialist Pharmacy, company number 06816158 and registered office at 27 Mortimer Street, London, England, W1T 3BL
Knowledge and Consent. By clicking “Subscribe”, you acknowledge that you are of the age of majority, of sound mind, and consent to these Terms with full knowledge and without undue influence or duress and that you have every opportunity to obtain independent legal advice with respect to these Terms.
Power of Attorney. You authorize and appoint Hormones and You as your attorney and agent, to take all steps, sign all documents, and act on your behalf as if you were personally present and acting for yourself for the limited purposes of facilitating the purchase of medical consultations and pharmaceutical products through Pharmacy. This authorization shall include but not be limited to, the collection of your personal and personal health information and the disclosure of such information to Pharmacy and any other health professionals being retained on your behalf, as required. You may revoke this authorization at any time by notifying Pharmacy in writing, but if you revoke this authorization you will not be able to purchase medical consultations or pharmaceutical products through the Website. This authorization shall continue until you revoke it.
Prescription. You acknowledge that the Pharmacy will not accept any order unless it receives a valid prescription issued by a licensed physician based upon a personal consultation and examination. The Pharmacy shall present a completed questionnaire and medication request to a GMC licensed physician for the issuance of a prescription.
Personal Examination. You acknowledge that you are between the ages of 18 and 65, of sound mind, and consent to these Terms with full knowledge and without undue influence or duress. You confirm that all information provided by you in the medical consultation questionnaire or elsewhere is correct and true, to the best of your knowledge. If you have trouble understanding the questionnaire, please get in contact with us. Do not answer the questionnaire until you are clear on the meaning of each question.
Delivery. Delivery of the pharmaceuticals you order from the Pharmacy takes place when the pharmaceuticals leave the Pharmacy. After delivery, the Pharmacy will, as attorney and agent for you, arrange for the shipping of the product to your home address. Normally, shipments take an average of 72 hours to arrive, Title to the medications that you purchase passes to you when the medications leave the Pharmacy. The Pharmacy is not liable for any damages suffered due to delay in shipment or products damaged in transit.
Warranties. The manufacturer of each product is solely responsible for any warranty associated with a product. to the maximum extent permitted by law, the pharmacy disclaims all warranties and conditions, express or implied, in respect of the products and services contemplated by these terms and conditions, including, without limitation, implied warranties and conditions of merchantability and fitness for a particular purpose. responsibility for claims in respect of the products is limited to replacement of the product.
Privacy Policy. You must fully and accurately disclose your personal information and consent to its use by the Pharmacy. By submitting an order to Hormones and You, you have consented to the collection and use of your personal information as described in the Hormones and You Privacy Policy (available online on the Website) and in the Pharmacy Privacy Policy (available online).
Return Policy. The Pharmacy does not generally accept product returns for any credit unless medications were dispensed in error contrary to the prescription.
Severability. The invalidity and unenforceability of any provisions in these Terms shall not affect the validity or enforceability of any other provisions hereof and any such invalid or unenforceable provision shall be deemed to be severable.
Headings. The section headings used herein are for convenience of reference only and do not form a part of these Terms, and no construction or inference may be derived there from.
Force Majeure. The Pharmacy shall not be liable for any delay or failure in performance caused by circumstances beyond its reasonable control, including, without limitation, delays due to back orders of requested products, mail delays, or lost shipments.
Governing Law. All agreements reached or contracts formed with the Pharmacy shall be deemed to have been made in the home jurisdiction of the Pharmacy (England and Wales), and the laws of that jurisdiction shall have sole and exclusive jurisdiction over any dispute arising between you and the Pharmacy.
Privacy Policy (Including Cookie Policy)
Hormones and You Limited ("Hormones and You", "we", “our” or "us" ) operated by Gluck International Limited respects the privacy of individuals. We are a "controller" for the purposes of the General Data Protection Regulation (EU) 2016/679 ("GDPR"), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (EU) 2003/2426 (collectively referred to as the "Data Protection Laws").
This privacy policy contains important information about the following:
the type of information about you that we collect
how that information is used
who will have access to that information
how long we will hold your personal information for
our security measures for protection of that information
how our processing of your personal data is lawful, and
your rights under the Data Protection Laws.
The term "personal data" means any information from which a living individual can be identified such as name, contact details and photographs. "Special categories of personal data" relates to more sensitive types of personal data including (amongst others) racial or ethnic origin, physical or mental health or condition and sexual life. These terms are defined in the Data Protection Laws.
Categories of information collected
We will collect and hold these categories of personal data about you:
General enquiries or complaints: If you submit a general enquiry, or if you need to make a complaint, we will need to collect your:
name
contact details (address, phone number, email address), and
the details of your enquiry or complaint.
Account details: We collect the following information in order to create and maintain your account and enable the medical services provided to you:
your first and last names
your email address, username and password
your date of birth
your phone number
your marketing preferences.
Medical information: In order to assess whether you can be prescribed with the product you have requested, you need to complete our medical questionnaire which collects medical information about you. This is a special category of personal data and may include photographs that you submit in connection with your medical consultation.
Purchase of prescription products: We will collect the following information to administer any purchases you wish to make from us:
your contact and delivery details (phone number, email address and postal address)
your purchase information (product, date, amount)
The prescription issued by a GP. The GP who assesses your medical information will decide if you can be safely prescribed the product you want.
Payment information: We do not store your payment card details within your account as all payment is dealt with directly by Cybersource Ltd. Cybersource notifies us whether a transaction is successful or not.
Surveys: We may from time to time ask you to provide feedback on the quality of our service. To do this we will need to collect your:
name
contact details (address, phone number, email address), and
information in relation how you came across us, how you have found us and how you think we can improve our services.
Information collected automatically: When you visit our site or use our services, we will automatically collect some information from the hardware and software you use at that time, which together with the other information we collect may constitute “personal data” for the purposes of the Data Protection Laws. If you are an unregistered user, we will still collect the following data (which alone is unlikely to constitute “personal data” for the purposes of the Data Protection Laws, but that we wish to be transparent about in any case):
your browsing history on our websites
the information provided by your device and browser, including referrer and tracking data, and
your ip address.
Use of information collected
Hormones and You uses your personal data for the following purposes set out below. We are allowed to do so on certain legal bases (please see section "Lawful basis for processing your personal data" for further detail):
General enquiries or complaints: To respond to your general enquiries and handle your complaints
Account details: To administer your account, to verify your age and identity as some of our products are only available for individuals aged 18 to 65 (inclusive) and provide you with information about Hormones and You and our business, products and services
Purchase of prescription products and payment information: To process your payments for products and administer your purchase of products
Medical Information: To share with doctors who assess that you can safely use the medical products you have ordered, based on the responses that you give to the questionnaire and to issue a prescription
Surveys: To improve our website, app and/or their respective content, features and/or services; the products, services, marketing and/or promotional efforts of Hormones and You; and create new products, services, marketing and/or promotions for Hormones and You |
Storage and sharing of information collected
Hormones and You shares your personal information with Hormones and You’s service providers who process your data as part of the services they offer to us. We take steps to ensure that our service providers treat your data in accordance with the law, only use it in accordance with our contract with them and keep it secure.
Like any business, we use many other providers to help us operate our business and who process your personal data as part of providing their services to us. Those providers fall into the following categories:
Google Cloud – for web hosting
Klaviyo – for customer relationship management, lifecycle marketing, services including email and SMS storage
Google Analytics and Tag Manager – to analyse and develop our web services
Facebook – for advertising and marketing
Google AdWords – for advertising and marketing
In addition, we share your personal data with the following organisations who act as separate controllers of your personal data. You should review their privacy policies to find out how they process your personal data. If you have any queries or complaints about how they process your personal data by them, please contact them separately using the contact information provided on their website.
Hormone and You and its affiliated doctors who assess your medical information in order to prescribe the products
Specialist Pharmacy – sells and delivers the prescription products to you
Stripe Payments Europe, Ltd. – takes payment for the products
We also share data as necessary to enforce our legal rights, defend legal claims and if required by law to disclose to courts, police, law enforcement agencies or regulators.
Data Retention
The list below provides details about how long we will process your data.
General enquiries or complaints: For general enquiries, the information is retained until the enquiry has been completed and no further responses are received for a reasonable period. If you are an existing customer, the enquiry may be added to other information that we hold about you as a customer. For complaints, the information is retained for a period of up to 6 years after resolution of the complaint. If you are an existing customer, the complaint and its resolution may be added to other information that we hold about you as a customer
Account details: During the course of your account and for 6 years after you close your account with us
Purchase of prescription products: For 6 years after the purchase
Payment information: We do not store payment information. Payment information is processed by our service provider Cybersouce Ltd.
Medical Information: 7 years after purchase
Prescriptions: 6 years after the purchase
Surveys: During the course of your account and for 1 year after you close your account with us
All those durations are TBC
Security
Hormones and You implements security measures to help protect the personal information we hold. We do this by implementing and using the appropriate technical and organisational measures in order to protect your personal data against accidental or unlawful destruction, accidental loss or alteration, unauthorised disclosure or access and any other unlawful forms of processing.
We also aim to ensure that the level of security and the measures adopted to protect your personal data are appropriate for the risks presented by the nature and use of your personal data. We do this by following recognised industry practices for protecting our IT environment and physical facilities.
To help maintain the security of your personal information, We ask that you please notify us immediately of any unauthorised visit, access or use of the website or the loss or unauthorised use of your username or password using the contact information that appears below.
Lawful basis for processing your personal data
Hormones and You is permitted to process your personal data and special categories of personal data for the following legal bases:
Personal Data|Contract: Processing your personal data is necessary for our performance of our contract with you. These obligations include facilitating the process of obtaining a consultation with a doctor and purchasing prescription products from our associated pharmacy. If you do not provide your personal data to us, we will not be able to carry out our obligations under the terms of the contract.
Legal claims: We need to process your personal data to defend or establish a legal claim (for example, claims relating to our services under contract law).
Special Categories of Data|Express consent: We process your special categories of personal data with your explicit consent for the purpose of facilitating your access to a doctor to obtain a consultation and potentially a prescription and purchase the relevant prescription product from our associated pharmacy. Please note that you have the right to withdraw this consent at any point. However, if you do withdraw your consent it means that we will not be able to carry out our obligations.
Legal claims: We need to process your personal data to defend or establish a legal claim (for example, claims relating to our Membership service under contract law).|
General enquiries or complaints and survey
Personal Data|Legitimate interests: We are permitted to process your personal data if it is based on our ‘legitimate interests’ i.e. we have good, sensible, practical reasons for processing your personal data which is in our interest. To do so, we have considered the impact on your interests and rights, and have placed appropriate safeguards to ensure that the intrusion on your privacy is reduced as much as possible. Our legitimate interest is to provide you with information you have requested, provide effective and helpful customer support and improve our products, services and marketing. You can object to the processing that we carry out on the grounds of legitimate interests. See the section "Your Privacy Rights under the Data Protection Laws" below to find out how.|
Our use of cookies
Our websites use cookies (small text files stored on your device) to distinguish you from other users. Some of these are set by us, and some are set by our approved third parties. We use the following types of cookies:
those that are strictly necessary for the operation of our site, including those that enable you to login to the user area, use the shopping cart or make purchases
analytical and performance cookies which allow us to track the use of our site before, during and after accessing them and in turn allow us to improve it
cookies that increase functionality and the user experience for you, including remembering you when you visit the site and personalising it based on your previous use and preferences, and
targeting cookies, which record your visit to our site, the pages visited and the links followed and are used to provide you relevant advertisements and information where possible.
At present, the following approved third parties may also set cookies when you use our services:
to show personalised advertisements: Facebook, Google AdWords and Bing
to carry out testing of our services: Visual Website Optimizer
for our own internal web analytics purposes: Google Analytics and Amplitude
for payment processing: Stripe
These cookies help us to provide you with a personalised experience and also to improve our services. You can block the use of cookies within your device’s browser settings, but doing so may prevent you from accessing or using our site properly. If you accept this privacy policy, then, in accordance with Data Protection Laws, you also accept our use of cookies.
Your privacy rights under the Data Protection Laws
You have the following rights under the Data Protection Laws. We will respond to any rights that you exercise within a month of receiving your request, unless the request is particularly complex, in which case we will respond within three months. Please be aware that there are exemptions in relation to some of these rights which we will apply in accordance with the Data Protection Laws.
Right to access your personal data: You may ask to see what personal data we hold about you and be provided with:
a copy
details of the purpose for which it is being or is to be processed
details of the recipients or classes of recipients to whom it is or may be disclosed, including if they are overseas and what protections are used for those oversea transfers
the period for which it is held (or the criteria we use to determine how long it is held)
any information available about the source of that data, and
whether we carry out an automated decision-making, or profiling, and where we do information about the logic involved and the envisaged outcome or consequences of that decision or profiling. To help us find the information easily, please provide us as much information as possible about the type of information you would like to see.
Right to rectification: You can require us to correct any mistakes in your information which we hold free of charge. If you would like to do this, please let us know the information that is incorrect and what it should be replaced with.
Right to erasure (‘the right to be forgotten’): You can ask us to erase your personal data where:
you do not believe that we need your data in order to process it for the purposes set out in this Privacy Policy;
if you had given us consent to process your data, you withdraw that consent and we cannot otherwise legally process your data;
you object to our processing and we do not have any legitimate interests to process your personal data; or
your personal data has been processed unlawfully or have not been erased when it should have been.
Right to withdraw consent: For the uses of data specified in this Privacy Policy, you have the right to withdraw consent you have given us at any point. This is a vital and necessary aspect of consent. To withdraw your consent, you can contact us at the details in the 'Help' section. Note that any processing carried out prior to the date of withdrawal of your consent will still be valid and any published personal data cannot be retracted.
Right to restrict processing: You may request that we stop processing your personal data temporarily if:
you do not think that your data is accurate. We will start processing again once we have checked whether or not it is accurate;
the processing is unlawful but you do not want us to erase your data; or
we no longer need the personal data for our processing, but you need the data to establish, exercise or defend legal claims.
Right to data portability: You may ask for an electronic copy of your personal data which you provide to us, which we hold electronically and which we process when we have entered into a contract with you. You can also ask us to provide this directly to another party.
Right to object to processing of your personal data: You may object to us processing your personal data where we rely on a legitimate interest as our lawful basis for processing. If you object to us processing your personal data we must demonstrate compelling grounds for continuing to do so. We believe we have demonstrated compelling grounds in the section 'Lawful basis for processing your personal data'.
Rights in relation to automated decision making: We do not make any automated decisions about you so this right does not apply.
If your rights under the Data Protection Laws are breached, you may be entitled to compensation for damage caused by contravention of the Data Protection Laws.
It is important that you ensure you have read this Privacy Policy - and if you do not think that we have processed your data in accordance with this notice - you should let us know as soon as possible. Similarly, you may complain to the Information Commissioner's Office, the data protection regulator in the UK. Information about how to do this is available on its website at WWW.ICO.ORG.UK.
Modifications of this Privacy Policy
Hormones and You may supplement, amend, or otherwise modify this Privacy Policy from time to time. We will alert you on the website and/or email you when changes are made.
Contact Us
Please direct any questions you may have about this privacy policy, our websites or apps or our services generally to any one of the following:
By post: Specialist Pharmacy, Londoneast-UK Business & Technical Park, Yew Tree Avenue, Dagenham, RM10 7FN
By email: support@hormonesandyou.com, with a subject line containing “Data Protection.”
