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Welcome to Nuvue Health, operated by Lumos HC Limited.
These Terms and Conditions ("Terms") govern your use of the Nuvue Health website (nuvuehealth.co.uk) and the services provided by Lumos HC Limited ("Lumos HC," "we," "us," or "our"). By accessing or using our website and services, you agree to be bound by these Terms. If you do not agree with any part of these Terms, you must not use our website or services.
Please read these Terms carefully before using our services. Your attention is particularly drawn to clauses regarding eligibility, medical advice, disclaimers, and limitations of liability.
1. About Us
Nuvue Health is a trading name of Lumos HC Limited, a company registered in England and Wales under company number 16381145. We are a UK-based pharmacy providing online prescription weight loss services. Our services are operated by UK-registered healthcare professionals, including GMC-registered doctors and GPhC-registered pharmacists, who adhere to their respective professional standards and guidelines.
2. Eligibility for Service
2.1 To use our services, you must: a. Be at least 18 years of age. b. Be a resident of the United Kingdom and physically located within the UK at the time of consultation and order. c. Have a valid email address and phone number for communication. d. Provide accurate, complete, and truthful information about your medical history and current health status.
2.2 We reserve the right to refuse service to anyone at our sole discretion, particularly if we believe that the service would not be safe, appropriate, or beneficial for the user, or if there are concerns about the accuracy of information provided.
3. Our Services
3.1 Nuvue Health provides an online platform for patients to: a. Complete an online medical questionnaire. b. Have their medical information reviewed by a UK-registered doctor. c. If deemed clinically appropriate, receive a private prescription for certain weight loss medications (e.g., Wegovy, Mounjaro, Orlistat). d. Have prescribed medications dispensed by our partner pharmacy (a GPhC-registered pharmacy) and delivered discreetly to their UK address. e. Receive ongoing clinical support and follow-up as determined by our medical team.
3.2 Our services are designed for convenience, but they do not replace the need for regular face-to-face medical check-ups with your own GP. We strongly recommend that you inform your GP about any treatment you receive through Nuvue Health.
4. Medical Consultation and Prescription
4.1 All prescriptions issued via Nuvue Health are at the sole discretion of our GMC-registered doctors, based on their clinical assessment of the information you provide.
4.2 You acknowledge and agree that: a. You are solely responsible for providing accurate and complete medical information. Inaccurate or incomplete information may lead to unsuitable treatment or adverse health outcomes. b. Our doctors may require further information or a direct consultation (via phone or video) before issuing a prescription. c. A prescription is not guaranteed. If our doctors determine that a medication is not suitable for you, they will explain the reasons. d. All medications are dispensed by a GPhC-registered pharmacy and are subject to their dispensing regulations.
4.3 Nuvue Health does not provide emergency medical services. If you experience a medical emergency, you should seek immediate professional medical attention by calling 999 or attending your nearest Accident & Emergency department.
5. Medication and Treatment
5.1 The information provided on our website regarding medications (e.g., side effects, efficacy) is for general informational purposes only and does not constitute medical advice. It is essential to read the Patient Information Leaflet (PIL) supplied with your medication before taking it.
5.2 You must take medications exactly as prescribed by our doctors and follow all instructions provided.
5.3 You acknowledge that side effects can occur with any medication. You must inform our medical team promptly if you experience any adverse reactions or have concerns about your medication.
6. Pricing and Payments
6.1 The prices for our services and medications are displayed on our website and are inclusive of VAT where applicable.
6.2 Payment must be made in full at the time of placing your order. We accept major credit and debit cards as displayed on our website.
6.3 All payments are processed securely. We do not store your full payment card details.
6.4 We reserve the right to change our prices at any time, but price changes will not affect orders that have already been confirmed.
7. Delivery
7.1 We aim to dispatch medications promptly after a prescription has been issued and dispensed. Delivery times are estimates only and are not guaranteed.
7.2 Medications will be delivered to the address you provide during the order process. You are responsible for ensuring the accuracy of the delivery address.
7.3 All deliveries are discreetly packaged. A signature may be required upon delivery.
7.4 Risk of loss and damage to products passes to you upon delivery.
7.5 If a delivery attempt is unsuccessful due to your absence or an incorrect address provided by you, redelivery fees may apply, or the medication may be returned to the pharmacy, in which case a refund may not be possible for dispensed medications due to safety regulations.
8. Cancellations and Refunds
8.1 Consultation Fees: Once you complete our medical questionnaire and submit it for review, a consultation fee (if applicable) is generally non-refundable as our doctors' time and expertise will have been engaged.
8.2 Prescriptions and Dispensed Medications: Once a prescription has been issued and the medication dispensed by our pharmacy, we are unable to accept returns or offer refunds for health and safety reasons, in accordance with UK pharmaceutical regulations. This is because dispensed medicines cannot be re-used.
8.3 Before Dispensing: If you wish to cancel an order before a prescription has been issued and medication dispensed, please contact us immediately. A full refund may be possible at our discretion.
8.4 Faulty or Incorrect Items: If you receive medication that is faulty, damaged, or incorrect, you must notify us within 24 hours of delivery. We will arrange for a replacement or refund, subject to verification. Do not use any medication that appears tampered with or damaged.
9. Your Account and Personal Information
9.1 You are responsible for maintaining the confidentiality of your account login details and for all activities that occur under your account.
9.2 You agree to provide accurate, current, and complete information during registration and to update it promptly if any details change.
9.3 We will handle your personal and medical information in accordance with our Privacy Policy [Link to Privacy Policy Page] and applicable UK data protection laws (including GDPR). Your data security and privacy are paramount to us.
10. Intellectual Property
10.1 All content on the Nuvue Health website, including text, graphics, logos, images, software, and the compilation thereof, is the property of Lumos HC Limited or its content suppliers and is protected by UK and international copyright laws.
10.2 You may not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store, or transmit any of the material on our website without our prior written consent.
11. Disclaimers and Limitation of Liability
11.1 No Medical Advice (General Content): The content on our website (excluding individual consultations and prescriptions) is for general informational purposes only and does not constitute medical advice, diagnosis, or treatment recommendation. Always consult with a qualified healthcare professional for medical advice.
11.2 Reliance on Information: While we strive to ensure the information on our website is accurate, we do not warrant its completeness or accuracy. We are not liable for any loss or damage arising from reliance on information on our website.
11.3 Service Availability: We do not guarantee that our website or services will be available without interruption, errors, or viruses. We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses, or other technologically harmful material that may infect your computer equipment, computer programs, data, or other proprietary material due to your use of our website or to your downloading of any content on it.
11.4 Limitation of Liability: To the fullest extent permitted by law, Lumos HC Limited, its directors, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses, resulting from: a. Your access to or use of or inability to access or use the services. b. Any conduct or content of any third party on the services. c. Any content obtained from the services. d. Unauthorised access, use, or alteration of your transmissions or content. This limitation of liability applies even if Nuvue Health has been advised of the possibility of such damages.
11.5 Nothing in these Terms excludes or limits our liability for death or personal injury arising from our negligence, or for fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.
12. Indemnification
You agree to indemnify, defend, and hold harmless Lumos HC Limited, its affiliates, officers, directors, employees, consultants, and agents from any and all third-party claims, liability, damages, and/or costs (including, but not limited to, legal fees) arising from your use of our services, your violation of these Terms, or your infringement of any intellectual property or other right of any person or entity.
13. Governing Law and Jurisdiction
13.1 These Terms and your use of the Nuvue Health website and services shall be governed by and construed in accordance with the laws of England and Wales.
13.2 Any disputes arising out of or in connection with these Terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
14. Changes to Terms
We reserve the right to modify or update these Terms at any time. Any changes will be effective immediately upon posting the revised Terms on our website. Your continued use of our website and services after any such changes constitutes your acceptance of the new Terms. We recommend that you review these Terms periodically.
15. Severability
If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.
16. Entire Agreement
These Terms, together with our Privacy Policy and any specific consent forms or patient information, constitute the entire agreement between you and Lumos HC Limited regarding your use of our website and services.
17. Contact Information
If you have any questions about these Terms, please contact us:
Nuvue Health (Lumos HC Limited) Email: customerservice@nuvuehealth.com
Last Updated: 15 July 2025