Before you use this Healthcare, Therapy and Pharmacy Service please note that this Healthcare, Therapy and Pharmacy Service does not offer urgent medical advice or immediate medical attention. If you require urgent medical advice or immediate medical attention, please do not use this Healthcare, Therapy and Pharmacy Service. Instead, contact the following:
Additionally, this Healthcare, Therapy and Pharmacy Service operates as a remote service. In line with this, it is limited and the Healthcare Provider and Pharmacy Partner cannot provide in-person services within its locations or access detailed information held by your GP or other records (other than as set out below in these Terms and Conditions).
In using this remote Healthcare, Therapy and Pharmacy Service, you understand that this may limit the Healthcare Provider’s and Pharmacy Partner’s ability to provide some services effectively. If this is applicable, you may be able to receive this Healthcare, Therapy and Pharmacy Service from another provider or your NHS GP.
Please note that not all products are suitable for all medical ailments and, occasionally, their use may interfere with any treatment you are receiving, positively impact on any other health conditions you may have or aggravate a condition. You should check with your GP before using any medical product, including to ensure that the management of your health conditions is optimal.
IMPORTANT: Our products are subscription-based programmes. Our Medication programme fee covers clinicalaccess and support, not a guaranteed quantity of medication. There is a [3 month] minimum commitment, andrefunds are not provided for non-engagement.
These Terms and Conditions apply to customers who sign up for the Programme on or after 13/07/2026 (the EffectiveDate).
If you joined before the Effective Date, these Terms and Conditions do not apply to you. Your programme - including medication supplied as part of your subscription - continues to be governed by the terms and conditions that were in force when you signed up, and those terms will continue to apply to you, including each time your subscription renews, until you cancel your subscription or ask to move to the current Programme. A copy of the terms that apply to you is available at any time by emailing hello@choosenul.com .
If you would like to move to the current Programme described in these Terms and Conditions, email hello@choosenul.com. Before anything changes, we will explain the differences - most importantly, that under thecurrent Programme medication is no longer included in the programme fee and is priced and paid for separately - and we will only move you across once you have confirmed in writing that you want to switch. From the date of the switch, these Terms and Conditions will apply to you in place of your previous terms.
Before you use these Services please note that these Services do not offer urgent medical advice or immediate medical attention. If you require urgent medical advice or immediate medical attention, please do not use theseServices. Instead, contact the following:
Additionally, these Services operate as a remote service. In line with this, they are limited and the HealthcareProvider and Pharmacy Partner cannot provide in-person services within its locations or access detailed information held by your GP or other records (other than as set out below in these Terms and Conditions).
In using these remote Services, you understand that this may limit the Healthcare Provider's and Pharmacy Partner'sability to provide some services effectively. If this is applicable, you may be able to receive the Services fromanother provider or your NHS GP.
Please note that not all products are suitable for all medical ailments and, occasionally, their use may interfere withany treatment you are receiving, positively impact on any other health conditions you may have or aggravate acondition. You should check with your GP before using any medical product, including to ensure that themanagement of your health conditions is optimal.
Before you sign up, here is a plain-English summary of the most important points. The full detail is set out in thesections below, which take priority if there is any difference.
(5)days before your renewal date.We are Nul Health Limited (“Nul”), a company incorporated in England and Wales with company number 16119526, whose registered office is at 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE (us, we and our). We operate www.choosenul.com (the website). To contact us, please email hello@choosenul.com .
The Programme is delivered by Nul together with regulated partners. So that it is clear who you are dealing with at each stage:
Full details of the Healthcare Provider and Pharmacy Partner, including their registration numbers and how to contact or complain to them, are set out in the section "The Services" below.
Nul’s alcohol reduction programme is a service-based subscription model designed to provide a personalised self-help system for improving your wellbeing. By choosing to access the Nul Service, you acknowledge and agree to the following:
We may change, modify, amend or remove some or all of the functionality or content on the Website at any time. You agree that we are 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 Products.
Where you access Healthcare, Therapy and Pharmacy Service(s) from us, you understand that this is dependent on you complying with the following, including around the safe use of medication:
Ordering and contract formation. The sign-up process on our website allows you to check and amend your details at each step before submitting. It is your responsibility to check that the information you submit is correct. Our contract with you for the Programme is formed when we send you an email confirming your enrolment, following your one-off initial assessment and your decision to proceed. Please check the confirmation email carefully and tell us immediately if anything in it is wrong.
Programme terms. The Programme is offered as a fixed-term subscription. At sign-up, you choose a term of three(3), six (6)or twelve(12)months (your Programme Term). Your Programme Term takes effect after your one-off initial assessment and your decision to proceed.
Programme fee. The fee for your chosen Programme Term is payable upfront in full, using the payment details in your Account. The Programme is a comprehensive alcohol reduction programme: your fee pays for enrolment, clinical oversight and support - it is not a payment for medication, and it guarantees clinical assessment and review but not a prescription. Your Programme fee covers:
What the Programme fee does not cover. Your Programme fee does not include:
Paying for Medication. Medication is not included in your Programme fee and is charged separately. You may request medication at any time by logging into your dashboard. All requests are subject to mandatory clinical review and approval by the Healthcare Provider to ensure safety and adherence to clinical guidelines: a request does notguarantee a supply of medication, and prescribing decisions are made solely by the Healthcare Provider's clinicians. You will be shown the price of the medication before you pay for your request. If the Healthcare Provider's clinician does not approve your request, we will refund your payment in full within 14 days, using the same payment method you used to pay. You will only ever pay for medication that is actually prescribed and dispensed to you.
Clinical reviews and engagement. Every time you request medication, you will need to complete a Check-in Form so that the clinical team can review your request. If the clinical team needs to discuss anything further, they will contact you by phone. It is your responsibility to complete the Check-in Forms and any follow-ups the clinical team asks for - your request cannot be reviewed or approved without them. If you stop engaging, we will try to contact you to support you back into the Programme, but failure to engage with the clinical team does not pause your Programme Term, extend it, or entitle you to a refund or pro-rated fee.
Renewal. At the end of your Programme Term, your subscription will automatically renew for a further term of the same length (for example, a 3-month term renews for a further 3 months), at the fee applicable at the time of renewal. Your renewal date is based on the date on which you first made a subscription payment for the Programme. We will email you a reminder before your renewal date, and if the Programme fee is changing, that reminder will tell you the new fee so that you can decide whether to continue or cancel before the renewal takes effect. If you do not want your subscription to renew, you must notify us by emailing hello@choosenul.com at least five(5) days before your renewal date.
Official channels. For anything formal - cancellations, complaints, refund requests and other notices under theseTerms and Conditions - you must contact us by emailing hello@choosenul.com. For day-to-day support and medication requests, you can also use your online dashboard and any other contact channels listed on our website, which together are our official channels. Messages sent through other routes - including individual staff members' personal email addresses or phone numbers, social media direct messages or third-party messaging apps - are not official channels and do not count as formal notice to us. In particular, a cancellation request is only valid if it is emailed to hello@choosenul.com: requests sent through any other route will not be actioned as cancellations. Our records of communications received through the official channels will be used to resolve any dispute about whether, or when, contact was made.
Service hours. Our support team and clinician access are available during working hours, which means [Monday to Friday, 9:00am to 5:30pm] UK time, excluding UK public and bank holidays (Working Hours). We aim to respond to messages received through official channels within [three (3)] working days, and usually much sooner. We do not provide an out-of-hours or emergency service: if you need urgent support outside Working Hours, contact NHS 111, your GP or, in an emergency, 999.
This policy governs the cancellation and refund terms for the Programme and the Services provided by or through Nul. By signing up to the Programme or paying any fee to Nul, you confirm that you have read and understood this policy. Nothing in this policy affects your statutory rights, and where any term of this policy conflicts with your statutory rights, your statutory rights will prevail to the extent of that conflict.
The One-Off Initial Assessment
Before joining the Programme, you must complete a one-off initial assessment of your clinical suitability, for a one off fee of £50. After you pay the assessment fee, you will be asked to complete your online onboarding consultation(your assessment form).
If you do not complete it, your form will be submitted to the clinician automatically three (3) days after your payment, with whatever information you have provided by then - so please make sure your answers are complete and accurate, as the clinician will assess your suitability based on what they receive.
By paying the assessment fee, you expressly request that the clinical assessment begins as soon as your assessmentform is submitted (whether by you or automatically), and you acknowledge that once your form has been submitted, the assessment fee is non-refundable because the clinical work it pays for has begun.
Your 14-Day Cooling-Off Right (the Programme)
You have a statutory right to cancel the Programme within 14 days of the day you sign up.
Your Programme starts as soon as you pay: your account is set up automatically and you have immediate access to the Programme, its materials and support. By signing up and paying, you expressly request this immediate start.
If you cancel within the 14-day cooling-off period, we will refund your Programme fee less an administration fee, reflecting the set-up and onboarding costs we have already incurred in starting your Programme. For clarity: (a) the one-off initial assessment fee is a separate charge and is treated as set out in clause 2; and (b) medication is a separate charge and is treated as set out in clause 4 - once your prescription has been issued and your medication dispensed it cannot be returned or refunded, but ordering medication does not reduce the refund of your Programme fee under this clause.
To exercise your cooling-off right, email hello@choosenul.com within the 14-day period stating that you wish to cancel. You may use the model cancellation form at the end of these Terms and Conditions, but you do not have to - any clear statement that you want to cancel is enough. We will process any refund due within 14 days of your cancellation, using the same payment method you used to pay.
Medication: No Cooling-Off, No Returns and No Refunds Once Dispensed
Medication is charged separately from your Programme fee, and you only ever pay for medication that has actually been prescribed and dispensed to you.
When you request medication through your dashboard and pay for it, you expressly request its immediate supply and acknowledge that you lose the right to cancel that order once your prescription has been issued and your medication has been dispensed.
The statutory 14-day cooling-off right does not apply to the supply of prescription-only medicines, or to medicines supplied by a healthcare professional as part of a health service. Separately, under the Human Medicines Regulations 2012, medicines that have been dispensed by a registered pharmacy cannot lawfully be returned to supply, resold or reused. This is a regulatory requirement that applies to every UK pharmacy and prescriber, and it means that once your prescription has been issued and your medication dispensed, the medication cannot be returned, exchanged or refunded. This applies whether or not the packaging has been opened.
This clause does not affect your statutory rights in respect of medication that is damaged, incorrectly dispensed or otherwise not as described - see "Damage & Errors" in the Dispensing & Delivery of Medication section below.
If Medication Is Not Prescribed, Is Stopped or Is Unsuitable
Because medication is priced and paid for separately, you are never charged for medication that is not supplied. In addition:
If the Healthcare Provider decides not to prescribe, or to stop prescribing, medication for you on clinical grounds, you will not be charged for medication - and if you have already paid for a medication request that is not approved, we will refund that payment in full. The remaining elements of the Programme (clinical oversight, check-ins and support access) remain available to you for the rest of your Programme Term.
If the Healthcare Provider discontinues your treatment on clinical grounds and you no longer wish to continue with the Programme, you may cancel in accordance with clause 6. In these circumstances, we will also consider, acting reasonably and on a case-by-case basis, whether a partial refund of your Programme fee is appropriate, taking into account the services already provided and the reason for discontinuation.
If you are found not clinically suitable at the initial assessment, clause 2 applies.
Cancelling Your Programme
You may cancel your Programme at any time by emailing hello@choosenul.com. If you cancel:
Your Programme is provided in return for a Programme fee payable in full and in advance for your chosen Programme Term. The Programme fee covers the entire Programme Term as set out in your enrolment confirmation.
The Programme fee is non-refundable in whole or in part once paid, save for the limited exceptions expressly provided in this policy (including the 14-day cooling-off right in clause 3 and the circumstances in clauses 2 and 5) and any non-excludable statutory rights you may have. By paying the Programme fee, you acknowledge that you are committing to the full Programme for your chosen term as a single, indivisible package of clinical oversight, coaching, support and materials, and that no refund will be available on the basis that you have used only part of those services - for example, because you have not attended group coaching sessions, completed check-in forms, requested medication or contacted the clinician team.
Stopping an Automatic Renewal
To stop your subscription renewing for a further term, you must notify us by emailing hello@choosenul.com at least five (5) days before your renewal date. A cancellation request received in accordance with this clause will be actioned, and your subscription will end at the end of your then-current Programme Term. If your cancellation request is received less than five (5) days before your renewal date, we may be unable to stop the renewal payment, in which case your cancellation will take effect at the end of the renewed term.
Side Effects and Adverse Reactions
If you experience any side effects or adverse reactions to medication prescribed as part of the Programme that are causing you concern or affecting your ability to continue treatment, you must report these to the clinical team via the channels provided to you (including check-in forms, email or telephone) so that they can support you. The clinical team will assess the reported side effects and determine the appropriate course of action, which may include adjusting your dosage or switching you to an alternative medication.
If you stop taking medication, the remaining elements of the Programme remain available to you. Side effects do not in themselves entitle you to a refund of your Programme fee, but where treatment is discontinued on clinical grounds, clause 5 applies. If you experience serious or urgent symptoms, contact 111, your GP or, in an emergency, 999.
Liver Function Tests (LFTs)
A Liver Function Test (LFT) is required before your clinician can issue your second prescription. If you do not already have a valid LFT result, your initial LFT home test kit is included in your Programme fee and will be provided to you at the appropriate stage of your Programme. If you already have a valid LFT result - for example, from a recent test arranged by your GP - you can supply that instead, provided you give us satisfactory evidence of the completed test in a form we reasonably request, and no kit will be sent.
Repeat and replacement kits. You are responsible for the cost of any repeat or replacement LFT kits, currently [£41] per kit. This includes replacement kits where a kit fails (including where failure is due to user error or improper storage or handling) and repeat LFTs requested by your clinician during your Programme. Alternatively, you may arrange for the relevant test to be performed by your GP at your own cost and responsibility, provided you supply satisfactory evidence of the completed test in a form we reasonably request.
In-person testing options. If you prefer the LFT to be administered in person, we can assist in arranging either: (a) a nurse home visit for an additional fee of [£88]; or (b) a clinic appointment for an additional fee of [£66]. To request an in-person testing option, please email hello@choosenul.com.
Delayed return. A delay in returning your completed LFT will not pause or extend your Programme Term, but please note that your clinician cannot issue further prescriptions until a satisfactory LFT result has been received.
Goodwill Refunds
Any refund offered by us outside the terms of this policy is provided as a discretionary goodwill gesture, assessed reasonably and on a case-by-case basis. A goodwill refund does not constitute an admission that the service has not been delivered or of any fault, and does not set a precedent for future requests.
No Guaranteed Clinical Outcome
The Programme is built on evidence-based approaches to alcohol reduction, but no clinical or personal outcome can be guaranteed for any individual. Progress depends on a range of factors, including your engagement with the Programme and your individual circumstances. We make no representation or warranty as to the specific outcome you will achieve, and not achieving a particular outcome does not in itself constitute grounds for a refund of your Programme fee. This does not affect your statutory rights where a service has not been provided with reasonable care and skill.
Termination by Us
We may terminate your Programme where you materially breach these Terms and Conditions, provide false or misleading information, misuse the service, or behave abusively towards our staff or the staff of the Healthcare Provider or Pharmacy Partner, or where the Healthcare Provider advises that your continued participation is not clinically appropriate. Where we terminate under this clause, we will act reasonably and any refund will reflect the elements of the Programme not yet delivered, with no refund payable in respect of the initial assessment, medication already dispensed, or services already provided. Nothing in this clause excludes or limits our liability where it would be unlawful to do so (see "Our Liability to You" below).
How to Cancel
All cancellations must be notified by emailing hello@choosenul.com - this is the only valid route for cancellation requests, and requests sent through any other channel (including social media, staff members' personal contact details, or the Healthcare Provider or Pharmacy Partner) will not be actioned as cancellations. Please include your full name and the email address registered to your Account so that we can locate your subscription quickly.
We will confirm receipt of your cancellation request by email; if you do not receive a confirmation within [three (3)]working days, please contact us again, as your request may not have reached us.
Disposal of Unused Medication
If you have unused medication when you leave the Programme, do not dispose of it in household rubbish or downthe drain. Please return it to the Pharmacy Partner or any pharmacy, which will arrange secure disposal free of charge. For regulatory reasons, returned medication cannot be reused or refunded.
Model Cancellation Form
To exercise your right to cancel within the 14-day cooling-off period, you may (but do not have to) complete and return this form:
To: Nul Health Limited, 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE. Email: hello@choosenul.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service [*],Ordered on [*], Name of consumer(s), Address of consumer(s), Signature of consumer(s) (only if this form isnotified on paper), Date. [*] Delete as appropriate
Your Personal Data. Any personal data that you provide will be processed in line with the following Privacy Policies, depending on which party is processing your data at the time
Please read them carefully to make sure that you understand the way in which your personal data is used and processed.
By accessing the Services, you agree and consent to us sharing your details and responses from the online consultation with Blueco so that its clinicians can provide the Healthcare Services, including conducting a clinical assessment and prescribing, dispensing, and delivering the medication. You also agree and consent to Blueco sharing your details and prescription with the Pharmacy Partner so that it can provide the Pharmacy Services, including dispensing and delivering the medication.
Your obligation to provide accurate information and keep us updated. The Services include medications. In order to receive these Services or buy these medications you will need to provide both personal information (such as your name and address) and sensitive personal information (such as your symptoms, medication you take and preexisting medical conditions).
We may need to verify the details that you provide (for example, your medical history or biometric data including weight or blood pressure) and, where possible, will use your SCR to do so or may obtain this from a third party (including your GP or other healthcare providers). However, where this is not possible, we may verify such information via other means and require you to undertake the verification measures that we have in place. Where it is not possible for us to verify such information in line with our requirements and to our satisfaction, or if you do not participate in the verification process in line with the timeframes required, we may reject your order request.
You must make sure at all times (and confirm) that the information that you provide is true, accurate, up-to-date and complete and that, if there are any errors, you correct these immediately. We, the Healthcare Provider and the Pharmacy Partner, will not be liable for any inaccuracies in the information that you provide. You must notify us immediately (and update the details on your record) if at any point any information that you have shared with us changes or becomes untrue (for example, if you are investigated for a new condition, become pregnant or start taking a new medication).
SCR Access & Review. Most people in England have a Summary Care Record (SCR). Your SCR contains information such as your: (a) current medication, (b) allergies and details of any previous bad reactions to medicines and (c) name, address, date of birth and NHS number. Your SCR will also contain additional information, such as details of long-term conditions, significant medical history or specific communications needs, unless you have communicated to the NHS or your GP that you do not wish for this to be included.
The Healthcare Provider's clinicians and the Pharmacy Partner's team are trained healthcare professionals and are able to access your SCR so they can ensure that treatments they initiate and medication they prescribe are in your best interest. It allows them to make decisions safely with confidence and reduce the risk of prescribing errors. If your GP has enabled it, you too can access the information that is held in your SCR via the NHS app.
The Healthcare Provider's clinicians and the Pharmacy Partner's team will seek to review your SCR when reviewingyour online onboarding consultation, prescribing the medication and dispensing the medication. In some cases the Healthcare Provider may still be able to provide you with the treatment without access to your SCR, however this is at its discretion and on a case-by-case basis. To ensure that you are provided with the best service, it is always strongly advised to give the Healthcare Provider consent to do so (even where not mandatory). In some cases,consent to access your SCR will be required to provide the Services and you understand that, without this, you cannot be prescribed or supplied with the medication.
By using these Services, you consent to the Healthcare Provider and Pharmacy Partner accessing and reviewing your SCR in order to confirm that the medication is suitable for you. You can contact the Healthcare Provider at any time to withdraw your consent, noting that this may mean they have to cease your treatment. If you do this, we can endour contract with you for the Services and recover the related charges and fees for any services already carried outby us, the Healthcare Provider and/or Pharmacy Partner.
Record Keeping. In order for the Healthcare Provider to operate safely, it will create an electronic patient record for you. This will include any information you provide and records of medication supplied to you. You consent to the storing and processing of your information within our, the Healthcare Provider's and the Pharmacy Partner's systems in order to maintain this record.
All personal data will be handled in accordance with the applicable Privacy Policy (as set out above). You understand that we, the Healthcare Provider and Pharmacy Partner, may need to archive your information for a period of time. In most cases, this is eight years after your last treatment in line with the legal and regulatory requirements for retaining healthcare/patient medical records, however some records are kept for different lengths oftime and may be destroyed sooner.
Medication Records. The Healthcare Provider and Pharmacy Partner maintain records of medications supplied to you. This is to ensure that medicines supplied to you are safe and appropriate. Each request and supply is tracked and controls are implemented to some of the medications.
These Terms and Conditions may be amended at any time. Subject to the section "Who These Terms and Conditions Apply To" at the start of this document (which preserves the position of customers who joined before the EffectiveDate), the terms and conditions that apply to your use of the Services will be those on the website at the time that you access and/or make use of the Services by submitting your online onboarding consultation and/or making anorder request. For previous versions of these Terms and Conditions, please contact hello@choosenul.com. Please note that we are unable to answer any enquiries requesting medical advice, and those should be directed to our Healthcare Provider (outlined further below).
If you have any queries about these Terms and Conditions, please contact hello@choosenul.com.
The Services include the prescribing and supply of medications. Where this applies to you, the Terms andConditions set out below along with all information and documents referred to in it will apply. Any website terms of use or terms of sale made available to you will also apply to any use of the Services by you via this website but these Terms and Conditions will apply where there is any contradiction.
Please make sure you read these Terms and Conditions carefully before using the Services. If you do not agree to these Terms and Conditions, you must not use the Services. By doing so, you confirm that you agree to these Terms and Conditions and that you will comply with them.
Our Healthcare Provider. Unless you are informed otherwise, the online clinic services (the Healthcare Services)are delivered by Blueco Healthcare Limited (Blueco), a private limited company registered in England and Wales under company number 15588416.
Blueco Healthcare is a registered healthcare service provider regulated by the Care Quality Commission (CQC) under provider ID 1-19176166626.
Blueco Healthcare's clinicians are based in the UK and are registered with the General Medical Council, General Pharmaceutical Council and the Nursing and Midwifery Council. You can find the details of the clinicians available on this Healthcare Service here.
Blueco Healthcare's services are overseen by Haroon Amanji as Registered Manager, who is a clinical pharmacist registered with the General Pharmaceutical Council under registration number 2070534. Any references in the Terms and Conditions to the Healthcare Provider will be to Blueco Healthcare.
All clinicians are bound by codes of professional ethics and conduct. In addition to their prescribing training, each clinician is trained in how to conduct consultations remotely and how to safely and effectively prescribe the treatments included as part of your Healthcare Service.
OOur Pharmacy Partner. The online pharmacy services (the Pharmacy Services) are delivered by Blueco Healthcare's pharmacy which is a registered UK pharmacy regulated by the General Pharmaceutical Council (GPhC)with licence number 9013068. The pharmacy is located at 468 Ranglet Road, Walton Summit Centre, Preston PR5 8AR and the superintendent pharmacist is Haroon Amanji.
All medicines will be dispensed and supplied from Blueco Healthcare, unless you are informed otherwise or you choose to have your prescription dispensed by another pharmacy. Any references in the Terms and Conditions to thePharmacy Partner will be to Blueco Healthcare.
If you have any questions about the Services or complaints about the Healthcare Provider and/or Pharmacy Partner, please contact us on the details above or contact them directly using the details set out below.
At Nul, we want to be your provider of choice. We know to achieve this we have to work to create an effective and reliable service. If you need any help with our services, or if you ever feel that we come short of this goal and want to give any feedback, please submit a request by emailing us at hello@choosenul.com.
Resolving issues. When you contact us, our team will work with you to resolve problems with our service to your satisfaction in a timely manner.
Making a formal complaint. If your issue has not been resolved to your satisfaction, you can submit a formal complaint, which will be assigned to a member of our team. To ensure complaints are dealt with properly, formal complaints must be submitted to us in writing. We cannot handle formal complaints via phone.
When sending us a formal complaint, please try to include as much detail as possible, including any correspondence and order numbers (where relevant). This will help us to handle your complaint more swiftly.
Once we have received your complaint, we aim to acknowledge receipt of it within 3 working days. We'll then assign the complaint to a member of our team and aim to resolve it in no more than 30 days - but we expect to be able to resolve complaints much sooner.
The member of the team handling your complaint may need to reach out to you for more information. You may also share additional information and evidence. You should limit your communication about your complaint to the assigned team member during this time so that we can ensure all information related to your complaint is recorded appropriately.
In some cases, we may need to conduct an investigation. In this event, we may take longer to respond, but we will ensure that we keep you updated.
We treat complaints with confidentiality. However, please note that in some cases, such as when there are safeguarding concerns, we may be required to share this information.
Escalating your formal complaint. If you are not satisfied with how we have dealt with your complaint, you can ask us to review it again. After this point, your complaint will be handled by our management team.
Once your complaint is escalated, it will be assigned to a member of the team who has not previously been involved in the complaint. The first step is an internal appeal. As part of this, we will review your initial complaint and its outcome, and seek to understand why you were not satisfied with this outcome.
We will conduct internal appeals where a complaint has been escalated within three months of its initial outcome being relayed to you. Where it is unlikely that an appeal will be able to provide a different outcome, we will let you know accordingly.
Healthcare and pharmacy complaints. If your complaint involves or pertains to the healthcare or pharmacy services, we will work with our healthcare partner to resolve this and where appropriate refer this complaint to them. In these cases, the complaint will be handled in line with their complaints policy and enables you to further escalate the complaint where necessary. You can find more information about this here.
Support is available Monday to Friday, 9am to 5:30pm, excluding bank holidays. The phone line is set up so that you can speak to the Healthcare Provider and Pharmacy Partner depending on the nature of your query.
If you wish to make a formal complaint about the Services, you must do so in writing by email or post with the title/subject line 'COMPLAINT' – these complaints cannot be taken by phone. This is to ensure that complaints are understood fully and that any subsequent communication is recorded.
You can make complaints to the Healthcare Provider and/or the Pharmacy Partner directly using the contact details below. Should you submit your complaint to us or the complaint involves but is not exclusive to the Healthcare Services and/or Pharmacy Services, we will either refer or involve the provider(s) as appropriate to ensure that yourcomplaint is dealt with completely.
Whilst the Healthcare Provider and/or the Pharmacy Partner will try its best to investigate complaints and resolveissues, if you are not satisfied with the outcome and do not wish to discuss this further with them you can instead:
In order to access the service for medication, you must be 18 or over, not pregnant, breastfeeding or trying to become pregnant and you must be in the United Kingdom. The Healthcare Provider and Pharmacy Partner only provide Healthcare, Therapy and Pharmacy Services (including the delivery of medication) to addresses in England, Scotland, Wales and Northern Ireland.
To provide you with the Healthcare, Therapy and Pharmacy Services, to ensure that you are a genuine patient and as the Healthcare Provider and the Pharmacy Partner are providing services at a distance, your age and identity will need to be verified. In order to do this, third party service providers are used and they carry out the required searches, including searches on consumer credit records. This does not impact your credit report and it is similar to the checks that a GP would make as part of your registration.
By using the Healthcare, Therapy and Pharmacy Service, you consent to the Healthcare Provider and the Pharmacy Partner using a third party service provider (and/or any of their appointed agents) to carry out the necessary searches, verify your identity and you agree to them sharing the information required for them to do so. This includes information such as your name, date of birth and address. By consenting, you understand that your personal data will be processed in line with the service providers’ privacy notices.
If either the Healthcare Provider or the Pharmacy Partner is unable to verify your identity via its automated system, you will be contacted using the email address used in your online onboarding consultation to request a copy of your ID. The Healthcare Provider and the Pharmacy Partner cannot proceed until they can verify your ID and age. If information is requested from you in relation to your identity, you must respond as soon as possible. If you fail an ID check, or you do not provide the requested information, the Healthcare Provider and the Pharmacy Partner will reject Nul's order request. You will not be charged for Nul's order request but you may be charged an administrative fee.
To ensure adherence to best practice, professional codes of practice and remain within legislation and regulatory guidance, we, the Healthcare Provider and the Pharmacy Partner make no binding commitments to prescribe and/or supply you with the medication that was initially offered or selected and reserve the right to reject any order requests.
The decision on whether or not to accept or reject an order request is at the Healthcare Provider’s sole discretion, based on its medical assessment of the information that you have provided. The Healthcare Provider also reserves the right to limit the amount and frequency of medication supplied and reject order requests. In any event, you will only be charged for the medication that is supplied. You understand that any incorrect and/or inaccurate information may lead to harm to your health, and even death.
If the Healthcare Provider or Pharmacy Partner has any further questions, or wishes to clarify any information provided, they will reach out to you via your preferred method of contact. This is usually via email or telephone.
The Healthcare Provider endeavours to keep you informed of its decisions and, where possible, make decisions after consulting with you. If a decision is made that a treatment or medicine is not suitable for you, the Healthcare Provider will endeavour to reach out and provide an explanation of why the treatment was declined.
The Healthcare Provider and Pharmacy Partner can only make a decision as to whether it is in the best interests of the patient to receive medicine when it has all relevant information. On occasion, this may require you to provide information in addition to the information that was provided in response to the initial consultation. You must make sure that all information you provide is accurate, honest and complete.
We, the Healthcare Provider and the Pharmacy Partner, reserve the right to refuse service to anyone for any reason at any time (including for non-clinical reasons). This includes rejecting your order request or cancelling your processed order because it is indicated that the supply is not safe or appropriate or otherwise is not in your best interest.
Professional codes of conduct and legal restrictions may limit the number and frequency of any items that are permitted to be supplied to you and, as such, there are no obligations to supply quantities exceeding the relevant permitted maximum, and you will be charged only for those supplied. We, the Healthcare Provider and the Pharmacy Partner reserve the right to reject any order request or processed order.
Initial Consultations & Further Consultations. The Healthcare, Therapy and Pharmacy Service will require you to complete an initial online onboarding consultation. You should take care to make sure that you understand the questions asked and that any information you provide here is up-to-date, complete and true. Any incorrect or false information may put your health at risk.
The information provided on sign up and in the online onboarding consultation will be sent to the Healthcare Provider for review and approval (including prescribing). It is at the discretion of the Healthcare Provider and each individual clinician to approve or reject your order request.Please note that if you feel that an online onboarding consultation is not suited to your needs, or you do not understand the questions asked in the online onboarding consultation, you too can speak to a clinician over the phone by calling the Healthcare Provider's number above. Whilst you may contact a clinician at any time (in most cases immediately/same day), if you would like to speak to a specific clinician or want to speak to them at a pre-arranged time, we recommend booking this in advance
The Healthcare Provider may also deem that an online onboarding consultation alone is not suitable in your case. In this case you will be required to consult with the clinician via phone or video consultation.
Choice of Treatment. After you complete an initial online onboarding consultation you may, in some cases, be shown a range of possible treatments – the options and prices are indicative only. Ultimately, the Healthcare Provider’s clinician will determine if the medication is safe and appropriate for you, by assessing your best interests based on all relevant information.
You understand that the Healthcare Provider’s clinician prescribing your medication and the Pharmacy Partner dispensing your medication will act in your best interest and will use the information you have provided to determine if the medicine is safe and appropriate for you.
Check-In Forms. Some services will require you to provide information to the Healthcare Provider on an ongoing, regular basis. This might include information on how your medication is working for you, if you are suffering from any side effects and if you need any additional support. You agree that you will complete any check-in forms as required on-time and you understand that failure to do so may result in your treatment being interrupted or ceased and could harm your health.
Primary Care Notification. It is important that your GP is kept informed of any medication or treatment you are receiving outside of their care. This is because they may hold the most complete records about your health, which is important for the provision of integrated care.
Unless you explicitly ask otherwise, or it is determined that it is not essential for the provision of the Healthcare, Therapy and Pharmacy Service(s), your GP will be informed about any medications or treatments that are provided to you and, by using the Healthcare, Therapy and Pharmacy Services, you consent to us providing this information to your GP.
It is important that you understand that not sharing this information may put you at risk and result in disjointed care. Therefore, this information sharing is essential. If you ask for information not to be shared, or you revoke your consent, this may mean that you can no longer use the Healthcare, Therapy and Pharmacy Service(s). Where this happens, we can end our contract with you for the Healthcare, Therapy and Pharmacy Services and recover the related charges and fees for any services already carried out by us, the Healthcare Provider and/or Pharmacy Partner.
Where it is determined that the Healthcare, Therapy and Pharmacy Service(s) can be provided in the absence of Primary Care Notification, you agree that you are personally responsible for and will notify your GP and disclose to other health and care providers that you are undergoing treatment or using medication.
If you would like to revoke your consent and opt out of Primary Care Notification, please email the Healthcare Provider.
For more information on consent and confidential patient information, please click here.
Off-Label Prescribing. The Healthcare Provider will only prescribe off-label when doing so is evidence-based, accepted clinical practice and/or where a suitable alternative licensed medicine is not available or is not suitable for you.
If you are prescribed medication off-label, you will be informed about this, what it means and be given a way to ask further questions.
Please be aware that information online and even in the manufacturer's Patient Information Leaflet may not be tailored to why and how you are off-label.
Please note that where medicines are used off-label, additional safeguards may be added, such as regular check-ins and a requirement for SCR review.
Process. The Healthcare Provider’s team works closely together with the Pharmacy Partner and with us. This helps to try to ensure that the treatments prescribed to you are kept in stock, delivered promptly (usually next day) and supplied to you at the best price possible.
Upon receipt of the relevant information (including your completed online onboarding consultation) and payment, the Healthcare Provider will aim to respond to you within two business days. Please note that these timeframes are guidelines only and, although the Healthcare Provider will do its best to meet them, it cannot guarantee them.
If the Healthcare Provider’s clinician approves your treatment and issues you a prescription, this will be transferred to the Pharmacy Partner for processing, including dispensing and delivery. Where approved, the Pharmacy Partner will fulfil and dispense your prescription.
If you prefer, the Healthcare Provider can transfer your prescription to a pharmacy of your choice to be dispensed there. Please note that, in this case, the price shown on our website will not apply as you will need to pay the dispensing pharmacy directly the price they choose to charge.
The fees for the services provided to you directly and the consultation fee (inclusive of a prescribing fee payable to the Healthcare Provider) will still be applicable. There will also be an administration fee for the platform the Healthcare Provider uses to securely transfer your electronic prescription to the pharmacy of your choice (or, where needed, posting this out to them by tracked post).
Delivery Services (including cold chain storage). Delivery costs, options and services (and our logistics partners) will differ and be determined at a service level in line with your delivery address and the nature of the medicines supplied.
For medicines that require specialist handling (for example, cold chain or controlled medicines), you understand that delivery must be made and taken within the timeframe specified, and that you may have to provide a PIN, signature and/or ID in order for the delivery to be made.
Missed and Non-Deliveries. In using the Healthcare, Therapy and Pharmacy Service(s), you understand that it is your responsibility to make sure that you are available to receive the delivery of your parcel(s) and that only a limited number of delivery attempts will be made. If you choose to divert the parcel to your neighbour, post office or a safe place, you do so at your own risk and we, the Healthcare Provider and the Pharmacy Partner will not be responsible for any loss or damage to your parcel or its contents.
Where possible, if you miss the delivery attempt(s), the logistics partner may deliver to a safe place or re-route your parcel to a post office/collection point. You understand that, where this happens, it is solely your responsibility to retrieve the parcel from the safe place or collect it from the post office/collection point within a reasonable time (taking into account the nature of the items in your parcel and any timeframe applicable to the cold chain storage). If an initial delivery attempt is missed or not successful for any reason, we, the Healthcare Provider and the Pharmacy Partner will not be responsible for rescheduling any delivery of the parcel(s), the safe-keeping of such parcel(s) or for any expiry of cold chain storage following the initial delivery attempt.
If you miss the attempted delivery (or deliveries) made by our logistics partners (or, where required, fail to provide a PIN, signature or ID, or provide the wrong PIN), you understand that the parcel may be returned to the Pharmacy Partner and you will be responsible for the cost of the return and any re-delivery attempt(s) (unless it chooses to waive this). If your parcel is returned and you fail to rearrange your delivery within the timeframe specified to you, due to the Pharmacy Partner’s legal and regulatory duties to destroy any returned medication for health and safety reasons and to ensure the integrity of the medication, the Pharmacy Partner will destroy the medication and charge you in full.
Damage in Transit. Although all necessary and reasonable precautions for safe transit are taken, if the parcel and/or its contents have been damaged materially, please contact us or the Pharmacy Partner before use.
Delays Outside of Our Control. If our supply of the contents which form part of your processed order or delivery of your parcel is delayed by an event outside our control, we, the Healthcare Provider and/or the Pharmacy Partner will contact you as soon as possible to let you know and do what can be done to reduce the delay. As long as this is done, you will not be compensated for the delay, but if the delay is likely to be substantial you can contact us using the details set out above to cancel your order request and receive a refund for any products and/or services you have paid for in advance, but which have not been carried out or provided by us, the Healthcare Provider or the Pharmacy Partner.
Pharmacy Orders (cancellations). The Pharmacy Partner will strive to process and dispatch processed orders as quickly as possible to ensure timely delivery to our customers. As such, please note the following:
Damage & Errors. Although the Pharmacy Partner takes all necessary and reasonable precautions for safe transit, if the medication that you receive has been damaged materially, please contact us or the Pharmacy Partner before use.
If you have received an item that has been dispensed in error or does not match your prescription, please contact us or the Pharmacy Partner immediately and do not use the medication. The Pharmacy Partner will correct this error with urgency, arrange return of the incorrect items and send out a replacement as soon as is practicable.
If you have any complaints about the medication, you can contact the Pharmacy Partner via the contact details above or the manufacturer of the medication.
The layout, design, content and graphics on the website and of the Healthcare, Therapy and Pharmacy Service(s) are protected by UK and other international copyright laws. Unless expressly permitted in writing and other than printing a small proportion of content or displaying this on your screen or both, (strictly for your personal non-commercial use), no part of the website may be reproduced or stored in any medium, including but not limited to a retrieval system, or transmitted, in any form or by any means (electronic, mechanical, photocopying, recording, broadcasting), nor shown in public. You may not create any derivative work or make any other adaptation, without our prior written consent. You must not modify the copies you have displayed or printed in any way and you may not use any illustrations, photographs, videos or audio sequences or any graphics separately from any accompanying text. If you print off or download any material from the System in breach of these terms of use, your right to use the website and the Healthcare, Therapy and Pharmacy Services will cease immediately and you must at our option return or destroy any copies of the materials you have made. All rights not expressly granted in these terms or any express written license, are reserved. For all other uses of our content or images you must contact us and obtain our prior written permission.
This Agreement is between you and us only and will become effective when you start using the Services and will remain effective until terminated by you or us. We reserve the right to terminate this Agreement or suspend your Nul account at any time in case of unauthorised, or suspected unauthorised use of the Services whether in contravention of this Agreement or otherwise. If we terminate this Agreement, or suspend your Nul account, for any of the reasons set out in this section, we will act reasonably and, save as set out in the Cancellation and Refund Policy above, we will have no further obligation to provide the Services to you. Nothing excludes or limits our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law, and nothing in it affects your statutory rights.
Termination for serious breach (either party).
Either you or we may terminate this Agreement by written notice to the other if the other commits a serious breach of this Agreement (or a series of breaches which together amount to a serious breach) and the breach either cannotbe fixed or is not fixed within thirty (30) days of a written notice requiring it to be fixed. Termination for any reasondoes not affect any rights and liabilities that have already accrued to either party.
We will determine, acting reasonably, whether there has been a breach of this Agreement through your use of the Services. When a breach of this Agreement has occurred, we may take such action as we reasonably deem appropriate, which may include all or any of the following actions:
We exclude liability for actions taken in response to breaches of this Agreement, except that nothing in this section excludes or limits our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law. The possible actions we may take on breach of this Agreement are not limited to those described here, and we may take any otheraction we reasonably deem appropriate
The use of the Healthcare, Therapy and Pharmacy Service(s) (including but not limited to their content and features) is at your own risk. These services are provided on an “as is” and “as available” basis. To the extent permitted by applicable law, Nul gives no warranty, express or implied, as to the quality, content and availability or fitness for a specific purpose of the Healthcare, Therapy and Pharmacy Service(s) or to the accuracy of the information contained in any of the materials therein. Nul shall not be liable to any person for any loss or damage of any kind, which may arise, directly or indirectly from the use of or inability to use any of the information contained in any of the materials on the Healthcare, Therapy and Pharmacy Service(s). There is no guarantee of availability of information on the services at any time, nor that it is up to date or error-free. As with any purchase of a product or service through any medium or in any environment, you should use your judgment and exercise caution where appropriate. No advice or information whether oral or in writing obtained by you from Nul shall create any warranty on behalf of Nul in this regard. Certain jurisdictions do not allow the exclusion or disclaimer of certain warranties. Accordingly, some of the above disclaimers may not apply to you. Your statutory rights as a consumer, if any, are not affected hereby.
You understand that the Healthcare, Therapy and Pharmacy Service(s) is for personal use only and any use by you must be genuine and solely in the capacity of a patient seeking a healthcare service for a healthcare condition within the medication’s indicated use.
In the event that you intentionally misuse the Healthcare, Therapy and Pharmacy Service in any way, or mislead us, or the Healthcare Provider and/or Pharmacy Partner, in your purpose for using the Healthcare, Therapy and Pharmacy Service(s) (including by providing incorrect, incomplete or inaccurate information or having the intent of malice, defamation or bringing us, or the industry, into disrepute in any way), we, the Healthcare Provider and/or Pharmacy Partner, will not be liable to you under this contract or otherwise. However, you understand that you (and any business or organisation that you are affiliated with) will be liable for any losses that we (and our partners) suffer as a result of the same, including any liabilities, costs, expenses, damages and losses (including any direct, indirect or consequential losses, loss of profit, loss of reputation) and all interest, penalties and legal costs suffered or incurred arising out of or connection with your actions and you (and/or any business or organisation that you are affiliated with) will indemnify us (and our partners) for the same. You also understand that we, the Healthcare Provider and/or the Pharmacy Partner, will pursue you in relation to the same and reserve all rights in connection with any loss or damage that we, the Healthcare Provider and/or the Pharmacy Partner, suffer as a result (whether in the torts of defamation, misrepresentation or negligence) or otherwise.
You agree to indemnify and hold Nul and its officers, directors, employees and licensors harmless from any claim or demand (including but not limited to reasonable legal fees) made by a third party due to or arising out of or related to your violation of the terms and conditions of this Agreement or your violation of the Healthcare, Therapy and Pharmacy Service(s) (and all related materials) or any applicable laws, regulations or third party rights.
We will provide the Programme with reasonable care and skill, and the Healthcare Provider and Pharmacy Partner will provide the Services with reasonable care and skill, as required by the Consumer Rights Act 2015.
Nothing in these Terms and Conditions excludes or limits our liability, or the liability of the Healthcare Provider or Pharmacy Partner, for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation;or (c) any other liability that cannot be excluded or limited under applicable law. Nothing in these Terms and Conditions affects your statutory rights.
Responsibility between us and our partners is allocated as follows: we are responsible for the platform, the Programme and billing; the Healthcare Provider is responsible for the clinical services it provides (including clinical assessments and prescribing decisions); and the Pharmacy Partner is responsible for the pharmacy services it provides (including dispensing and supply of medication). The Healthcare Provider and Pharmacy Partner are regulated providers and remain responsible to you for the services they deliver.
Subject to the above, we're responsible for losses you suffer caused by us breaching this contract unless the loss is:
The Healthcare, Therapy and Pharmacy Service(s) is controlled by Nul from its offices in the United Kingdom. Access to, or use of, the Healthcare, Therapy and Pharmacy Service(s) and any related information and materials, may be prohibited by law in certain jurisdictions. We make no representation that the information contained herein is appropriate or available for use in other locations. This Agreement and any contract between us, whether for use of the Healthcare, Therapy and Pharmacy Service(s) or other purpose, and any non-contractual obligations (if any) arising out of or about these terms and conditions or any such contract will be governed by English law. The parties agree that the courts of England have exclusive jurisdiction to settle any dispute arising out of or about this Agreement (including a dispute regarding the existence, validity or termination of this Agreement or any non contractual obligation arising out of or about this Agreement). Notwithstanding the foregoing, we reserve the right to bring legal proceedings in any jurisdiction where we believe a breach of this Agreement has originated.
LAST UPDATED: 13th July 2026
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© 2025 NUL Health Limited.
Registration No: 16119526. All rights reserved.
Healthcare Provider:
Blueco Healthcare. Registration: Care Quality Commission (CQC), ID: 1-19176166626.
Registered Pharmacy:
Blueco Healthcare, 468 Ranglet Road, Walton Summit, Bamber Bridge, Preston, PR5 8AR GPhC Reg No: 9013068.
Superintendant Pharmacist:
Haroon Amanji. GPhC Reg No: 2070534.