Numan: Terms of Sale

1. HOW THESE TERMS OF SALE WORK

1.1 These website terms of sale (“Sale Terms”) set out the basis on which we supply our products and services to you via our website (our “Site”).

1.2 These Sale Terms affect your legal rights and obligations, so please read them carefully before placing your order. They explain who we are, how we provide our products and services, how either of us can change or end our contract, and what to do if there is a problem.

1.3 When you buy from our Site you accept these Sale Terms. If you do not agree to them, please do not place an order.

1.4 We may update, change or replace these Sale Terms from time to time, for example to reflect changes in law, regulation or how we provide our products and services. The version that applies to your order is the version in force when you place that order. Where we make a material change that affects an ongoing contract with you, we will give you reasonable notice and you may end the contract under paragraph 10 if you do not accept it. Please review these Sale Terms before each order.

1.5 You should familiarise yourself with the following documents, which apply to your use of our Site:

(a.) our Website Terms of Use which apply to your use of our Site;

(b.) our User Generated Content Licence, which applies to our use of any content you share with us;

(c.) our Privacy Notice, which explains how we collect, use and protect your personal data; and

(d.) our Cookie Policy, which explains how we use cookies on our Site;

(e.) our Product Specific Terms (“Product Specific Terms”), which set out additional terms that apply to certain products and services, in addition to these Sale Terms.

2. HOW WE COMPLY WITH APPLICABLE HEALTHCARE REGULATION

2.1 As a healthcare service, we comply with a series of regulatory requirements, including the Health and Social Care Act 2008. We are registered with the Care Quality Commission (CQC) under registration number 1-6118870417.

2.2 Our clinicians are all registered and regulated by relevant UK regulators. We use pharmacies registered with the General Pharmaceutical Council to carry out dispensing on our behalf. Specifically, we use Numan Operations Limited (GPhC Registration Number: 9011408) to dispense medicines on our behalf.

2.3 Our clinicians may, in their professional clinical judgement, prescribe a medicine for a use, dose, or patient group outside the terms of its UK marketing authorisation ("off-label" use), where they consider this to be clinically appropriate and in your best interests, in accordance with relevant professional prescribing guidance. Further information about specific unlicensed or off-label medicines we supply is set out in paragraph 15 below.

3. HOW WE MAY USE YOUR PERSONAL INFORMATION

3.1 When you submit an order, you will need to provide us with information about yourself. We use the information to provide our products and services to you.

3.2 Our Privacy Notice sets out how we collect, use and protect any personal data we collect from you or that you provide to us, including the lawful bases on which we process your personal data (including your health data). You agree to provide accurate information and to keep it up to date.

3.3 If your treatment includes a prescription only medicine, we will verify your identity as part of our prescribing process. If verification cannot be completed, we will be unable to fulfil your request for a prescription medicine.

3.3.1 Our verification partners will match your data to a database of public resources to determine whether the information you have provided us is indeed correct.

3.3.2 If we cannot verify your identity automatically, we may ask you to provide additional documentation to support the verification process. This may include a government-issued photo ID and/or proof of address, in such form and dated within such period as we may reasonably require from time to time.

3.4 By signing up with us you are creating an electronic patient record which will contain the following information:

3.4.1 A record of these Terms of Sale and the Privacy Policy which you accepted;

3.4.2 Your personal details; and

3.4.3 our treatments, consultations and test results.

3.5 Any changes to your medical condition notified to us may be used to assess your ongoing suitability for treatment.

3.6 You are responsible for maintaining the confidentiality of your account and password, and for restricting access to your computer to prevent unauthorised access to your account. Please contact us if you believe that someone has accessed your account without your permission.

3.7 You agree not to register more than one account with us. We reserve the right to suspend or cancel your account if you have, or we have reason to believe that you have, created multiple accounts.

4. HOW OUR CONSULTATION PROCESS WORKS

Online Consultation

4.1 Some of our products and services require you to complete an online consultation - a short questionnaire about your health and wellbeing - before you receive treatment. You must complete it truthfully and to the best of your knowledge, and it must be completed by you, for you. We and our partners, including our prescribers, will rely on your responses to determine if the treatment is suitable for you. The specific consultation requirements for a particular product are set out in the applicable Product Specific Terms.

4.2 If you are unsure of an answer, or do not understand something in the questionnaire, please check with your regular healthcare provider (such as your GP) or contact us at [email protected]. You should always tell your GP about any treatment and medication we supply, and we will give you the option of sharing your information with your GP during the consultation.

Phone and Video Consultation

4.3 You can book a phone (and in certain instances video) clinic consultation at a time that suits you, and we will email you to confirm it. You can cancel and receive a full refund of the fee paid provided you do so at least 24 hours before the start of your consultation, using the link in your booking confirmation email. If the clinician needs to cancel or postpone and we are unable to arrange an alternative that suits you, we will refund the fee paid. Any product-specific cancellation or rescheduling terms are set out in the applicable Product Specific Terms.

4.4 Your clinician will call you at the selected time, so please make sure you are available and in a private, quiet location with the equipment and internet connection needed. If you are unable to complete the consultation for reasons in your control (including unsuitable equipment, insufficient bandwidth), we will not be responsible for any advice or information we are unable to provide as a result, and the consultation will not be refunded (subject to paragraph 4.3 and 4.3 and the applicable Product Specific Terms). If the consultation does not go ahead for reasons on our side, or the clinician is unable to reach you through no fault of yours, we will use reasonable efforts to rearrange it, and paragraph 4.3 sets out when we will refund the fee.

5. BUYING OUR PRODUCTS AND SERVICES

5.1 You must be at least 18 years of age, and a resident with a delivery address in the United Kingdom or Jersey, to make any purchases on our Site.

5.2 We reserve the right to cancel your order and suspend or cancel your account if you are, or we have reason to believe you are, using an address forwarding service. This is to ensure we do not provide our services to locations outside the United Kingdom and Jersey.

How You Order Non-prescription Product

5.3 If you order a non-prescription product, you may still need to complete an online consultation. You will be charged for the product when you place your order. All products are subject to availability, and we will inform you as soon as possible if a product is unavailable and refund you all sums paid. The specific order requirements for a particular product are set out in the applicable Product Specific Terms.

How You Order Prescription-only Medicine

5.4 At the end of any consultation, you may be given the option to indicate a preferred treatment.

5.5 A member of our clinical team will review your responses and assess your suitability for treatment. We may contact you via email for additional information if necessary. If you fail to respond to a request for more information, we may reject your request for treatment. We aim to process your request within 24 hours.

5.6 If we decide that you are not eligible for your selected treatment, we will not issue a prescription and will notify you by email, including, where applicable, the reasons for our decision. If your request for treatment is not approved, you will not be charged.

5.7 If we determine you are suitable for treatment, a contract will come into existence, a prescription will be issued in your name and you will be charged, which will be sent to our partner pharmacy for dispensing and delivery.

5.8 Treatment plans presented on the website are indicative only and programmes including prescription medication are subject to clinical determination.

6. SUBSCRIPTIONS AND RECURRING PAYMENTS

6.1 Some of our products and services are supplied on a recurring or subscription basis. We will tell you the initial price, the billing frequency and what you are committing to. We may change subscription prices as set out in paragraph 8. Product Specific Terms apply to certain products and services and, where they conflict with these Sale Terms, the Product Specific Terms prevail in relation to that product or service.

6.2 The authority you give us to take recurring payments is a continuous payment authority. It continues until your subscription ends, you cancel it, or you withdraw the authority by contacting us at [email protected] or, where available, through your account. We will take payment on the billing frequency we tell you before you sign up.

6.3 You can cancel a subscription at any time in line with paragraphs 10 and 11, subject to any minimum term, commitment period or package-specific terms set out in the Product Specific Terms that apply to your product or programme. Once a prescription-only medicine has been dispensed it cannot be returned or refunded, except where it is faulty.

7. PRICE AND PAYMENT

7.1 The price of the products and services will be the price shown on our Site at the time you place your order, except where there has been an obvious pricing error. Prices include VAT where applicable. The total price payable, including any delivery charges, will be shown to you before you place your order.

7.2 Where the price of a product or service depends on your prescribed dose, the price shown at checkout is based on the dose you select; if our clinicians prescribe a different dose, your price may change, and we will tell you about any change (including any increase for a higher dose) by email before we take payment.

7.3 For rolling subscriptions and fixed term plans (including rolling subscriptions and commitment packages, as set out in the Product Specific Terms), the price shown is what you pay for each billing period, not a one-off charge.

7.4 We take payment using the payment method you provide at the point we tell you, which (for prescription items) is once your prescription has been approved. If we cannot take payment when due, paragraph 12 may apply.

7.5 We may change our prices, and may modify or discontinue products or services, from time to time. A change will not affect an order you have already placed. Where you are on a subscription or other ongoing plan, we will give you reasonable notice of any change to the price, or to the product or service, before it takes effect, and you may end the contract before it does (see paragraph 11).

7.6 You may be able to pay for some products and services using a buy now, pay later or other deferred payment option offered by a third-party payments partner. Deferred payment options are not available for all products or services, and availability may change. Where you choose such an option:

7.6.1 The arrangement is a separate agreement between you and the payments partner, on their terms, and is subject to their eligibility and affordability checks; we are not the lender and do not decide whether you are accepted;

7.6.2 Your contract with us for the products or services is unaffected, and these Sale Terms continue to apply to it;

7.6.3 Where you are entitled to a refund, we will usually process it through the payments partner;

7.6.4 Any missed or late payments under the arrangement are a matter between you and the payments partner and may affect your future use of their services; and

7.6.5 Our current deferred payment partner is Klarna Bank AB (UK branch), which is authorised and regulated by the Financial Conduct Authority to provide these arrangements. Depending on the option you choose, you may benefit from additional protections, including access to the Financial Ombudsman Service and, for purchases over £100, protection under section 75 of the Consumer Credit Act 1974.

7.7 Some of our subscriptions and packages renew automatically. Where auto-renewal applies, you can turn it on or off at any time in your account on our Site. We will tell you before you sign up whether a product auto-renews, and the applicable Product Specific Terms set out how renewal works for that product.

7.8 Some products and packages have a minimum term or commitment period. Where you end one of them early, we may charge reasonable cancellation or early-exit charges. Any such charges are set out in the applicable Product Specific Terms, and we will confirm the total amount payable before we take payment.

8. MAKING CHANGES TO YOUR ORDER

8.1 If you want to request any changes to your order, please get in touch by email at [email protected]. If the change you have asked for is possible, we will let you know about any changes we need to make to the price of the order, the timing of delivery, or anything else that is different as a result of the change, and we will check whether you want to go ahead on that basis.

8.2 If we cannot make the change, or you are not happy with the consequences of making it, you may want to end the contract (see paragraph 11).

9. HOW WE DELIVER YOUR PRODUCTS

9.1 Delivery charges, if applicable, are shown in the total price before you place your order. We will give you an estimated delivery date during the order process or contact you with one.

9.2 You agree that, where possible, deliveries may be posted through your letterbox without a signature. You are responsible for ensuring that nobody else can access the products delivered to you.

9.3 If delivery is delayed by an event outside our control, we will let you know promptly and take steps to minimise the delay. We are not responsible for such delays, but if the delay is significant you may contact us to end the contract and receive a refund for any products you have paid for but not received (see paragraph 10.2.3).

Late delivery

9.4 If your delivery is delayed by more than 7 days, please contact us and we will arrange a redelivery of your product(s) free of charge.

9.5 You can also treat the contract as ended if:

(a) we have refused to deliver the products, or

(b) you told us before we accepted your order that delivery by a particular date was essential and we missed it. If you end the contract under this paragraph, we will refund any sums paid for the cancelled products (including delivery charges); if the products have already been delivered, you must return them in line with paragraph 11.

Failed delivery

9.6 If no one is available and the parcel cannot go through the letterbox, the courier may, (in line with their policies) leave a note explaining how to rearrange delivery or, except for prescription medicines, leave the parcel with a neighbour. If the parcel is returned to the depot and you do not collect it or rearrange delivery, we will contact you for further instructions (including any additional delivery costs). If we cannot contact you, or rearrange delivery or collection within a reasonable time, we may end the contract (in accordance with paragraph 12.1.8).

Ownership and risk

9.7 The products will be your responsibility from the time they are delivered to the address you gave us. You own the products once we have received payment in full.

Suspending supply

9.8 We may have to suspend the supply of a product to

(a) deal with technical problems or make minor technical changes, or

(b) update the product to reflect changes in relevant laws or regulatory requirements.

We will give you advance notice where practical. If we suspend supply (or tell you we will) for more than 30 days, you may contact us to cancel your order and we will refund any sums you have paid in advance for products you have not received.

10. YOUR RIGHTS TO END THE CONTRACT

10.1 Whether you can end the contract, and what you are entitled to, depends on what you bought, whether there is anything wrong with it, how we are performing, and when you decide to end it.

10.2 Reasons related to us. You can end the contract and receive a full refund for anything you have paid for, but not received, if:

10.2.1 we have told you about a change to these Sale Terms, or a product or service, that you do not accept;

10.2.2 there was an error in the price or description of a product or service, and you do not wish to proceed;

10.2.3 we have told you the supply of the products may be significantly delayed because of events outside our control;

10.2.4 we have suspended supply for more than 30 days; or

10.2.5 you have a legal right to end the contract because of something we have done.

10.3 Changing your mind

10.3.1 Prescription medicines. As these are supplied under a prescription, the 14-day change-of-mind right does not apply. You can still cancel a prescription free of charge at any time before a clinician approves your prescription. To cancel, email us at [email protected]. Once approved and dispensed, we cannot accept a return, as our partner pharmacy cannot reuse it; paragraph 11 explains the limited cases in which we will still refund a medicine. We will give you instructions on safe disposal.

10.3.2 Non-prescription products. This includes non-prescription over-the-counter medicines and food supplements, as well as other non-medical products. You have 14 days from the day after you receive them to change your mind. This does not apply to sealed products that are not suitable for return for health or hygiene reasons once unsealed, unless they were damaged, faulty, or sent in error.

10.3.3 Services. For services (such as a phone consultation or a blood test), you have 14 days from the day after the contract is made, unless you have asked us to begin within that period. If you cancel after we have started but before the service is complete, we may charge you for the part already provided.

11. RETURNS AND REFUNDS

11.1 Returns. If you end the contract after products have been dispatched or delivered, you must return them (except medicines, see paragraph 10.3.1). Email [email protected] for a return address and where applicable, a label. We may ask for evidence (such as a photo) where you are returning a product because it is damaged, defective, or was sent in error.

11.2 Who pays for return. We pay the cost of return where the product is damaged, defective, was sent in error, or where you are ending the contract for one of the reasons in paragraph 10.2. In all other cases, including when you are changing your mind about a non-medical product, you pay the cost of the return.

11.3 Refunds

11.3.1 Medicines. Once dispensed, medicines cannot be returned or refunded, as our partner pharmacy cannot reuse them. The only exceptions are where we have made a mistake in fulfilling your order, or the product is not as described, damaged, or faulty, (see 11.3.2).

11.3.2 Damaged, defective, or wrong products. If a product (including a medicine) is damaged or defective, or the wrong product has been sent, tell us and we will replace it or refund what you paid. We accept these requests for up to 2 months after you received the item.

11.3.3 Non-medical products. If you are entitled to a refund on a non-medical product, we will refund you the price you paid (including standard delivery) by the same method you used to pay. If you are changing your mind, we may reduce the refund to reflect any loss in value from handling the product in a way that would not be permitted in a shop. Returned items should be unused and in their original packaging.

11.3.4 Timing. We will make any refund due as soon as possible: for change-of-mind returns of non-medical products, within 14 days of receiving the product back (or your proof of return); in all other cases, within 14 days of agreeing you are entitled to a refund. Refunds usually reach your bank within 4–5 working days.

12. CANCELLATION BY US

12.1 We may cancel your order if:

12.1.1 We have insufficient stock to deliver the products you have ordered;

12.1.2 We do not deliver to your delivery address;

12.1.3 We cannot obtain authorisation for your payment;

12.1.4 We cannot verify your identity and you have ordered a prescription-only medicine;

12.1.5 We cannot verify that you are aged 18 or over;

12.1.6 One or more of the products you ordered was listed at an incorrect price due to an error in typing or an error in the pricing information received by us from our suppliers;

12.1.7 You do not pay us when payment is due and you still do not pay within 10 days of our reminding you;

12.1.8 You do not allow us to deliver the products to you, or to collect them, within a reasonable time; or

12.1.9 You provide, or we reasonably believe that you have provided, false or misleading information to obtain medicines or a prescription, source medication from unauthorised channels, or otherwise misuse or attempt to circumvent our eligibility or verification processes, or clinical assessment or ordering processes.

12.2 If we cancel for a reason that is not attributable to something you have done or failed to do, (including where we cancelled because we reasonably believed you had given false or misleading information but that proves not to be the case) we will notify you by email and refund all sums you have paid for products or services we have not provided, as soon as possible and in any event within 14 days. We will not be obliged to offer any additional compensation.

12.3 If we cancel and end the contract because of something you have done or failed to do, we will notify you by email and refund any money you have paid in advance for products we have not provided, but we may deduct or charge you reasonable compensation for the net costs we reasonably incur as a result.

13. OUR RESPONSIBILITY TO YOU

13.1 Our products and services do not replace your usual healthcare provider, and we cannot provide emergency care. In a medical emergency, call 999 or go to your nearest Accident & Emergency department immediately. Content on our Site is for general information only and is not personalised medical advice, unless given to you directly by a clinician as part of your care.

13.2 We may be responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable. In particular, and subject to paragraph 13.3, we cannot accept liability for damage resulting from:

13.2.1 Your failure to provide (and continuously maintain) complete, truthful, and accurate information in your patient record, as well as in any online consultation you take with us and in any other information you give us.

13.2.2 Your failure to follow advice given by Numan, or to pass on relevant information to your regular healthcare provider.

13.3 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors, and for fraud or fraudulent misrepresentation.

13.4 We only supply products for domestic and private use. We are not liable for any business losses. If you use the products for any commercial, business or re-sale purpose, we will have no liability to you including, but not limited to, for any loss of profit, loss of business, business interruption or loss of business opportunity.

13.5 Except for the liabilities described in paragraph 13.3 (which we do not exclude or limit), our total liability to you in contract, tort (including negligence), breach of statutory duty or otherwise, arising under or in connection with your order or these Sale Terms, is limited to the greater of (a) the total charges you have paid to us in the 12 months before the event giving rise to the liability; and (b) £5,000.

14. USE OF ARTIFICIAL INTELLIGENCE

14.1 We may use artificial intelligence (AI) tools to help us provide our products and services, including (but not limited to) transcribing phone or video consultations and to help us respond to your queries. By accepting these Sale Terms, you consent to our use of AI tools in this way. If you do not want your consultation to be transcribed using AI, please tell your clinician at the start of your appointment. Our AI tools do not provide medical advice or a diagnosis, are not regulated medical devices, and are not a substitute for professional clinical judgement. All clinical decisions about your care are made by our clinicians. The use of AI tools does not change our responsibility to you under paragraph 13.

15. OUR MEDICINES

15.1 Some of the prescription medicines we supply are unlicensed medicines (including specially prepared or compounded medicines, known as “specials”) or are prescribed for use outside the terms of their licence (off-label use). Unlicensed medicines and off-label uses do not have a marketing authorisation from the Medicines and Healthcare products Regulatory Agency (MHRA) and may not come with a patient information leaflet setting out all known side effects. Where this applies, it will be made clear to you and your clinician will give you dosing instructions and information about potential side effects, and you must follow the dispensing label and any information we provide. If you have any questions or concerns about a medicine, please contact us before using it.

15.2 Medicines are prescribed to you personally and are for your own use only. You must not resell, share or supply them to anyone else.

15.3 We may remove certain medicines from their original packaging (de-blister) and supply them in our own packaging in order to dispense the correct amount to you. You must not use any medicine after its stated expiry date.

16. OTHER IMPORTANT TERMS

16.1 Each of the paragraphs of these Sale Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

16.2 Our failure to exercise or enforce any right or provision of these Sale Terms shall not constitute a waiver of such right or provision.

16.3 These Sale Terms, the subject matter and formation, are governed by English law. You agree that the courts of England and Wales will have non-exclusive jurisdiction.

16.4 We may transfer our rights and obligations under these Sale Terms to another organisation. We will always tell you in writing if this happens, and we will make sure that the transfer does not affect your rights under the contract.

16.5 We will communicate with you by email or by posting notices on our Site. By accepting these Sale Terms, you agree to receive communications from us electronically, and you agree that this meets any legal requirement for us to communicate with you in writing.

16.6 Nothing in these Sale Terms affects your statutory rights.

17. WHO WE ARE AND HOW TO CONTACT US

17.1 Our Site is owned and operated by Vir Health Limited (trading as “Numan”, also referred to as “we” “us” or “our”), a company incorporated in England and Wales with company number 11449267 and registered office at Floor 4, Farringdon Point, 33 Farringdon Road, London, England, EC1M 3JF.

17.2 We’re at your disposal if you need any help or have any questions or complaints regarding our products and services. Simply drop an email to [email protected] or give us a call on 0808 169 9594, Monday to Friday: 8:00 AM – 8:00 PM and Saturday and Sunday: 9:00 AM – 5:00 PM. For more information on how we manage complaints, please read our Complaints Policy.

17.3 If you are unhappy with how we have handled a complaint and we are unable to resolve it between us, you can refer your complaint to our alternative dispute resolution (ADR) provider. We will give you details of the relevant ADR provider as part of our complaints process.

Last updated: August 2026