Terms
1.1. Company
This website is operated by Monderma Limited (“Monderma”, “we”, “us”, or “our”), a limited company incorporated in England and Wales under company number 14567976.
Our registered office is International House, 6 South Molton Street, London W1K 5QF. Our trading address is Unit 2C Gazelle Buildings, Wallingford Road, Uxbridge UB8 2RW.
Monderma is a pharmacy registered with the General Pharmaceutical Council (GPhC) under registration number 9012305. Our VAT registration number is GB445540693.
1.2. Agreement
By accessing this website, completing a consultation, subscribing, or placing an order, you confirm that you have read and agree to these Terms and Conditions, our Privacy Policy, and Information Leaflet. If you do not agree, you must not use our products or services.
A legally binding contract is formed only once a prescription has been issued where clinically appropriate and you receive confirmation that your order has been dispatched.
Nothing in these Terms and Conditions affects your statutory rights under the Consumer Rights Act 2015.
1.3. Updates
We may amend our website, these Terms and Conditions, our Privacy Policy, and Information Leaflet where required by law, regulatory guidance, or operational needs.
Any changes will not affect orders that have already been confirmed. Where changes materially affect your rights or obligations, we will provide reasonable notice which will be communicated by email.
Your continued use of our services after the updates take effect constitutes acceptance of the revised Terms and Conditions.
2.1. Use
This website is intended for personal, non-commercial use only. We accept no liability for any business-related losses, including loss of revenue, profits, goodwill, or business opportunities.
Content on this website is provided for general informational purposes only and does not constitute medical or clinical advice.
2.2. Links
Our website may contain links to third-party websites for your convenience or reference. We are not responsible for the content, accuracy, or reliability of these external websites, or for any information, products, or services they may offer.
These third-party websites operate under their own policies, which may differ from ours. We recommend reviewing their policies before providing personal information or making purchases.
2.3. Security
While we take reasonable steps to protect our website and systems, we do not guarantee that the website will be completely secure or free from bugs, viruses, or other harmful components.
You are responsible for taking appropriate security precautions when accessing our services, including using secure devices and up-to-date antivirus software.
We implement appropriate technical and organisational measures to safeguard personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and our Privacy Policy.
2.4. Rights
All intellectual property rights in our website, content, and materials are owned by us or our licensors.
No part of this website or its materials may be copied, reproduced, distributed, modified, or otherwise used without our prior written permission.
3.1. Eligibility
Products are available only to individuals aged 16 years or older in the UK only. By submitting a consultation, you consent to the review of the information you provide by our prescribing team for the purpose of assessing your suitability for treatment.
We may request reasonable evidence of your identity or age where necessary to comply with applicable legal, regulatory, or clinical requirements.
3.2. Acceptance
Suitability for treatment is determined by a qualified and licensed independent UK prescriber in accordance with applicable UK clinical standards and professional regulatory requirements. Submission of a consultation does not guarantee approval for treatment.
Where clinically appropriate, a prescription will be issued and sent for compounding and delivery. If treatment is not considered suitable, we reserve the right to decline the request. In such cases, you will be notified and any payment for the treatment will be refunded in full.
You must provide accurate, complete, and up-to-date personal and health information during consultation and throughout treatment. This includes any changes to your medical history, new diagnoses, medications, or adverse reactions. Failure to disclose relevant information may result in refusal or cancellation of treatment and may increase health risks.
3.3. Delays
Supply may occasionally be delayed due to regulatory, safety, manufacturing, or supply-chain issues. Where this occurs, we will notify you as soon as reasonably practicable and offer a refund for any undelivered products.
We shall not be liable for delays caused by events beyond our reasonable control.
3.4. Withdrawal
Technical issues, regulatory changes, or clinical considerations may result in the temporary suspension or withdrawal of product supply. Where possible, reasonable notice will be provided.
If you are dissatisfied with your subscription, you may cancel it at any time and receive a refund for any products that have not yet been supplied.
We reserve the right to suspend or discontinue treatment immediately where this is considered clinically necessary in the interests of patient safety.
3.5. Transfer
We reserve the right to transfer these contractual rights and obligations to another appropriately regulated UK healthcare provider. If this occurs, you will be provided with reasonable notice and given the option to cancel your subscription and receive a refund for any undelivered products.
Any such transfer will not affect your statutory rights or the continuity of appropriate clinical oversight.
3.6. Liability
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.
We shall not be liable for indirect or consequential losses, including losses arising from failure to follow treatment instructions, misuse of products, or failure to disclose relevant medical information.
Our total liability shall not exceed the total amount paid by you to us in the preceding 12 months. This limitation is considered reasonable and proportionate given the nature of remote clinical services.
4.1. Billing
All prices are stated in pounds sterling (£) and include all applicable taxes unless otherwise indicated. Before completing checkout, you will be provided with clear information regarding pricing, billing frequency, and how to cancel your subscription.
By purchasing a subscription, you authorise recurring payments to be taken using your selected payment method until the subscription is cancelled. It is your responsibility to cancel before the next billing date if you do not wish to receive further supplies.
4.2. Cancellation
You may cancel your subscription at any time by accessing your online account or by contacting us.
If cancellation occurs after a prescription has been issued and dispensed, the supply cannot be refunded unless the product is faulty or has been supplied in error.
We reserve the right to cancel subscriptions or orders where payment is not received, where required information is not provided, or where delivery is refused.
4.3. Refunds
Refund requests must be submitted by contacting us directly.
Where a refund is due, it will be processed within five working days using the original payment method. Refunds do not apply to prescription medicines that have been dispensed, except where the product is faulty or was supplied in error.
This policy does not affect your statutory rights under applicable consumer protection law.
4.4. Returns
Prescription medicines cannot be returned once dispensed, except where the product is faulty or has been supplied in error.
While individual results may vary and specific outcomes cannot be guaranteed, a one-time refund is available if no clinically meaningful improvement is observed after 12 weeks of continuous use. To qualify, you must submit clear before-and-after photographs taken at week 0 and week 12 and submit a refund request within 14 days.
Claims are subject to review and approval by a prescriber. Eligibility will be determined based on the prescriber’s reasonable clinical judgment and assessment of the submitted evidence. Refunds will not be unreasonably withheld where the qualifying criteria are met.
5.1. Feedback
We welcome feedback regarding our products and services. Feedback may be submitted by contacting us by email, social media, or post.
You may also choose to leave a review about your experience on platforms, including Trustpilot, Google, and Facebook.
5.2. Complaints
If you have a complaint, we encourage you to contact us in the first instance so that we can investigate and resolve the matter as quickly as possible.
Complaints are overseen by the Responsible Pharmacist or, where appropriate, the Superintendent Pharmacist or the Data Protection Officer.
We aim to resolve most complaints within 5 working days. In exceptional circumstances where further investigation is required, a final response will be provided within 4 weeks.
6.1. Legal
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.
Any disputes may be brought in the courts of England or, where applicable, the customer’s home jurisdiction in Wales, Scotland, or Northern Ireland.
If any provisions are found to be void or unenforceable, the remaining provisions shall continue in full force and effect.
6.2. Regulatory
Our regulatory information is provided below.
Pharmacy Owner: Monderma Limited, International House, 6 South Molton Street, W1K 5QF – GPhC 9012305
Pharmacy Address: Monderma Limited, Unit 2C Gazelle Buildings, Wallingford Road, Uxbridge UB8 2RW – GPhC 9012305
Medical Director: Dr Bernard Ho – GMC 7403089
Superintendent Pharmacist: Aman Dhillon – GPhC 2063921
Responsible Pharmacist: Ridhi Patel – GPhC 2071754
Lead Pharmacist Prescriber: Anand Vadgama – GPhC 2064587
Pharmacist Prescriber: Zain Sheikh – GPhC 2077305
For further information about pharmacy regulation, please visit the GPhC website.
