Terms & Conditions

Please read these Terms and Conditions carefully before using this website or accessing any service provided by PrimeLife. By accessing or using this website, you agree to be bound by these Terms and Conditions. If you do not agree, please do not use the website or purchase any products or services.

 

1. About PrimeLife

  • PrimeLife is a clinician-led private health service operating through Wellness Pharmacy, a pharmacy registered with the General Pharmaceutical Council (GPhC).
  • All clinical services are delivered online via video consultation. PrimeLife does not operate a physical clinic and patients are not seen in person.
  • Services are available to adults aged 18 and over residing in the United Kingdom only.
  • PrimeLife currently offers medical weight loss, testosterone replacement therapy, and longevity medicine programmes. Additional services, including adult ADHD assessment and treatment, are in development and will be made available in due course.

 

2. Use of This Website

  • You must be at least 18 years old to use this website and access our services.
  • You agree to provide accurate, complete, and up-to-date information when completing any form, placing an order, or communicating with us.
  • You agree not to use this website for any unlawful or prohibited purpose, including attempting to obtain prescription medicines without meeting the required clinical and legal criteria.
  • We reserve the right to refuse service, suspend accounts, or cancel orders where there is evidence of misuse, safety concerns, or non-compliance with the Human Medicines Regulations 2012.

 

3. Clinical Services and Prescribing

  • All clinical services at PrimeLife begin with a mandatory video consultation with a qualified prescriber. No prescription medicine will be issued without a clinical assessment having taken place.
  • Payment for an assessment or consultation does not guarantee that a prescription will be issued. Clinical decisions are made solely on the basis of suitability, safety, and clinical appropriateness.
  • Where a patient is assessed as unsuitable for a requested treatment, PrimeLife will not issue a prescription. We may signpost to alternative services or recommend that the patient speaks with their GP.
  • Diagnosis, where applicable, can only be confirmed following a full clinical assessment. A completed payment does not guarantee a specific clinical outcome.
  • Ongoing treatment is subject to continued clinical review. PrimeLife reserves the right to discontinue treatment where it is no longer considered clinically appropriate.

 

4. Professional and Regulatory Compliance

  • This service operates in accordance with the standards and guidance set by the General Pharmaceutical Council (GPhC), including the Standards for Registered Pharmacies and the Standards for Pharmacy Professionals.
  • All medicines supplied are sourced from licensed UK wholesalers and dispensed by, or under the supervision of, a GPhC-registered pharmacist.
  • Clinical decisions, including suitability of supply for prescription-only medicines (POMs), follow UK clinical and regulatory requirements.
  • We may request additional clinical information before dispensing any medicine, and we reserve the right to decline supply where it may compromise patient safety.

 

5. Product and Pricing Information

    • We strive to provide accurate product descriptions and pricing information. Prices and product availability are subject to change without notice, in line with market conditions and regulatory requirements.
    • Medication pricing is confirmed with the patient prior to supply. Prescribing fees, where applicable, are charged separately from medication costs and are clearly stated before any order is placed.
    • PrimeLife does not guarantee the ongoing availability of any specific medication. Where a prescribed medicine becomes unavailable, we will contact you to discuss alternatives.
    • If a home testing kit needs to be replaced because the laboratory is unable to analyse the original sample, a replacement kit may be issued automatically by the laboratory. The cost of any replacement kit supplied due to an unsuitable sample may be charged to the patient.

 

6. Orders and Payment

  • By placing an order or making a payment, you are making an offer to purchase our products or services. We may accept or decline any order at our discretion.
  • Some services operate on a staged payment model. Where a deposit is required, this secures your assessment and clinical review process. The deposit is non-refundable once clinical work has commenced.
  • Payment must be made in full at each relevant stage before the corresponding service is delivered or medication is dispensed.
  • We accept major credit and debit cards and other standard electronic payment methods. We reserve the right to cancel any order where payment is not received or is declined.
  • All orders remain subject to clinical and prescriber review before any medicine is supplied.

 

7. Shipping and Delivery

  • Please refer to our Delivery Policy for full information on shipping methods, delivery timescales, and related terms.
  • All medication is dispatched via Royal Mail Tracked 24 to UK addresses only. We do not ship internationally.
  • Medication will only be dispatched following prescriber approval. Dispatch timescales are estimated from the point of prescriber approval, not from the point of payment.
  • We are not responsible for delays caused by Royal Mail or other circumstances outside our reasonable control.

 

8. Returns and Refunds

  • For safety and regulatory reasons, prescription medicines cannot be returned or exchanged once dispensed and dispatched. This is a legal requirement and applies to all prescription-only medicines supplied by PrimeLife.
  • Assessment and consultation fees are non-refundable once a clinical consultation has taken place, regardless of the outcome.
  • Where an assessment cannot proceed due to clinical inappropriateness or safety concerns identified prior to consultation, a refund may be considered. This is at the discretion of PrimeLife and will be assessed on a case-by-case basis.
  • Please refer to our Returns, Refunds, and Cancellations Policy for further detail.

 

9. Patient Responsibilities

  • You are responsible for providing accurate and complete information about your health, medical history, and current medications during the assessment process. Providing inaccurate information may result in clinical decisions being made on an incorrect basis, for which PrimeLife cannot be held responsible.
  • You must inform your PrimeLife clinician promptly of any changes to your health, medications, or circumstances that may be relevant to your treatment.
  • You must use all medicines supplied by PrimeLife strictly in accordance with the prescriber’s instructions. PrimeLife is not responsible for any adverse outcomes arising from non-compliance with prescribed treatment.
  • PrimeLife does not replace your GP or primary care provider. We strongly recommend that you keep your GP informed of any treatment you receive through PrimeLife.

 

10. Intellectual Property

  • All website content, including text, graphics, logos, and design, is the property of PrimeLife or its licensors and is protected by applicable intellectual property laws.
  • No content may be copied, reproduced, republished, distributed, or used for any commercial purpose without prior written permission from PrimeLife.

 

11. Limitation of Liability

  • PrimeLife shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of this website or the purchase of our products or services.
  • Nothing in these Terms and Conditions limits or excludes liability where such limitation is unlawful under UK law, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

 

12. Governing Law

  • These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising from these Terms and Conditions shall be subject to the jurisdiction of the courts of England and Wales.

 

13. Contact Us

If you have any questions or concerns about these Terms and Conditions, please contact us using the details provided on our website.

 

Updates to These Terms and Conditions

We may update these Terms and Conditions from time to time. The latest version will always be posted on this page. Continued use of the website or services following any changes constitutes acceptance of the updated Terms and Conditions.

These Terms and Conditions were last updated in May 2026.

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