Synthesis Clinic Pharmacy
Terms and conditions
Terms and conditions for Synthesis Clinic Pharmacy
This page (together with our Privacy Policy) provides important information about Synthesis Clinic Pharmacy and the legal terms and conditions ("Terms") that apply to the provision of our products ("Products") and services ("Services") to patients of Synthesis Clinic only.
These Terms also govern the use and ownership of any materials, documentation, or intellectual property belonging to us or our partners (“Material”).
Please read these Terms carefully and ensure you understand them. By accessing our Services or placing an order for any Products, you are agreeing to be bound by these Terms. If you do not accept these Terms, you will not be able to order Products or access Services from us.
1. Information about us
1.1 We are Synthesis Clinic Pharmacy a company registered in England with company number 11457261 (a subsidiary of Synthesis Clinic) and our registered office at Unit 6 Castle End Business Park, Castle End Road, Reading RG10 9XQ 7(the “Company”, “we” or “us”). Our parent company Synthesis Clinic Ltd are responsible for operating the site https://www.synthesisclinic.co.uk/synthesis-clinic-pharmacy.
1.2 We are registered with the General Pharmaceutical Council (GPhC) to operate a registered pharmacy with registration number: Awaiting approval. See our GPhC register entry at https://www.pharmacyregulation.org/registers/pharmacy/name.
2. Contacting us
2.1 If you need to get in touch with us for any reason, we're here to help. The easiest way is to email us at E: pharmacy@synthesisclinic.co.ukor give us a call on T: 01628964327, Monday to Friday between 9:00 AM and 17:00 PM (excluding public holidays and Synthesis Clinic closure).
2.2 Where these Terms refer to communications in writing, this includes communication via on-screen messages (via your EHR), email, or to the email address you provide. This does not apply to legal documents which must follow formal service procedures.
3. Registration
3.1 To access and use our Services, you confirm that:
3.1.1 All information you provide is complete and accurate.
3.1.2 You are at least 18 years of age.
3.1.3 You are a registered patient of Synthesis Clinic, and our Products and Services are offered exclusively to patients under the care of Synthesis Clinic practitioners.
4. Communication and security
4.1 By accepting these Terms, you agree to communicate with us electronically. This includes, but is not limited to, emails, notifications, disclosures, or other information we provide via the site, EHR or by email. You agree that such electronic communication satisfies any legal requirement for written communication.
4.2 If you choose, or are provided with, a user identification code, password, or any other piece of information as part of our security procedures, you must treat this information as confidential and must not share it with any third party.
4.3 We reserve the right to disable any user identification code or password, whether chosen by you or assigned by us, at any time if, in our reasonable opinion, you have failed to comply with any of these Terms.
4.4 If you suspect or become aware that anyone other than you knows your user identification code or password, to your EHR portal you must notify us promptly at pharmacy@synthesisclinic.co.uk or email Synthesis Clinic co-ordinators.
5. The Services
5.1 Synthesis Clinic Pharmacy provides prescription dispensing services exclusively for patients under the care of Synthesis Clinic. We support private prescriptions issued by Synthesis Clinic practitioners following consultations in Women’s Health, Integrative Oncology, and Integrative Pain Care.
5.2 We also supply a range of over-the-counter products and nutritional supplements, which may be individually recommended by the clinic’s healthcare team.
5.3 Prescription and product orders are processed upon clinical approval, with full cost and delivery details confirmed before payment. Items are dispatched once payment is received. We do not offer general prescription services to the public.
Together, these services form our Medicines Service (the "Service(s)").
6. How we use your personal information
6.1 The use of your personal data is governed by our Data Handling and Cookie Policy. Please ensure you have read and understood this policy before using our Services.
6.2 We will only use your personal information for the purposes outlined in our Data Handling and Cookie Policy and as detailed below.
6.3 Specifically, we will use your personal data to:
6.3.1 Verify your identity;
6.3.2 Provide you with Products and/or Services;
6.3.3 Process payments and issue refunds where necessary;
6.3.4 Improve the quality and delivery of our Products and Services;
6.3.5 Fulfil legal or regulatory obligations;
6.3.6 Share relevant information with your usual healthcare provider, or if applicable, a referred specialist consultant;
6.3.7 Detect and prevent fraud or other criminal activity.
6.4 To verify your identity, we may use third-party identity verification services. These checks may include reference to electoral rolls or credit reference agencies. By accepting these Terms, you consent to these checks. If your identity cannot be verified automatically, we will contact you for additional documentation.
6.5 You also give your consent for us to collect and use information regarding your health and current medications, including but not limited to:
6.5.1 Health-related information you provide in connection with the Medicines Service and any associated online clinical assessments which will be accessible via the EHR.
7. We may make changes to these Terms, the site
7.1 You agree that by accessing the site, you have read, understood, and agree to be bound by all of these Terms and Conditions. If you do not agree with all of these Terms and Conditions, then you are expressly prohibited from using the Site and you must discontinue use immediately.
We reserve the right, in our sole discretion, to make changes or modifications to these Terms and Conditions at any time and for any reason. We will alert you about any changes by updating the “Last updated” date of these Terms and Conditions, and you waive any right to receive specific notice of each such change. We may also update and change the site from time to time to reflect changes to the Products and/or Services, our users’ needs and our business priorities.
7.2 We may revise these Terms as they apply to the Services from time to time to reflect the following circumstances:
7.2.1 changes in relevant laws and regulatory requirements; or
7.2.2 where we, in our absolute discretion, deem it necessary or desirable.
7.3 It is your responsibility to review these Terms and Conditions periodically to stay informed of any updates. By continuing to access or use the site after revised Terms and Conditions have been posted, you will be deemed to have read, understood, and agreed to those changes.
8. Linking – the site
8.1 The site may contain links to third-party websites and resources ("Third-Party Websites") and may display or make available content, materials, applications, or services originating from third parties ("Third-Party Content"). These links are provided for your convenience only. If you choose to follow any such links, you do so entirely at your own risk.
8.2 We do not control, monitor, or endorse any Third-Party Websites or Third-Party Content. We are not responsible for their content, availability, accuracy, reliability, or any practices, including privacy or data collection, used by such websites. We make no representations or warranties regarding any Third-Party Websites or Third-Party Content and accept no liability for any loss or damage that may arise from your use of them.
8.3 Any purchases or transactions made through Third-Party Websites are solely between you and the third party. We are not responsible for such transactions and shall not be liable for any harm or loss arising from your dealings with third parties or the products and services they offer.
8.4 You may link to the home page of the site, provided that you do so in a fair and legal way that does not damage our reputation or take advantage of it.
8.5 You must not:
Establish a link in a way that suggests any form of association, approval, or endorsement by us where none exists;
Establish a link to the site from any website that you do not own;
Frame the site on any other website or create a link to any page other than the home page without our express permission.
8.6 We reserve the right to withdraw linking permission at any time and without notice.
8.7 If you wish to link to or make any use of content on the site other than as set out above, please contact us at pharmacy@synthesisclinic.co.uk
9. Cancellation or suspension by us
9.1 We may need to cancel an Order from time to time for the following reasons:
9.1.1 An Event Outside Our Control, as defined in clause 18 or
9.1.2 The unavailability of a medication or supplement, without which we are unable to fulfil your Order.
9.2 If we are unable to fulfil your Order under clause 18, we will notify you in writing as soon as reasonably practicable.
9.3 If you have paid in advance for an Order that we cancel under clause 9.1.1, and the item(s) have not yet been dispatched, you will receive a full refund.
9.4 We also reserve the right to cancel your Order at any time with immediate effect by giving you written notice if:
9.4.1 You fail to make a payment when due; or
9.4.2 You breach any of these Terms and do not remedy the breach within seven (7) days of us requesting in writing that you do so — or sooner, if reasonably required.
10. Unacceptable use
10.1 We reserve the right to deny you access to the site and/or cancel any existing Orders, including removing any personal information, with immediate effect and without liability, if we determine that you have materially breached these Terms or have acted inappropriately or abusively towards any employee or representative of the Company. This includes, but is not limited to:
10.1.1 Using foul, threatening, abusive, offensive, or inappropriate language or behaviour;
10.1.2 Engaging in behaviour reasonably considered to be time-wasting; or
10.1.3 Making excessive or inappropriate use of our site, as determined at our discretion.
10.2 We accept no responsibility or liability for any loss or damage resulting from content uploaded to the site by you or any other user, or content taken from third-party sources and published on the site. We reserve the right to edit or remove such content at any time and without notice if we believe it:
Infringes the rights of third parties;
Is inaccurate, misleading, defamatory, indecent, or otherwise inappropriate; or
May cause damage or harm to others or to our systems.
10.3 We also reserve the right to remove, block, or reject any content or corrupted files that we believe may compromise the security, functionality, or integrity of the site. We accept no responsibility for user-uploaded content that infringes copyright laws and reserve the right to remove such content without notice.
11. Use of Site
11.1 Access to the Synthesis Clinic website and pharmacy page is provided free of charge for patients of Synthesis Clinic.
11.2 We do not guarantee that the website, or any content or material available on it, will always be available or function without interruption. We may suspend, withdraw, or limit access to all or part of the site at any time for business or operational reasons. Where possible, we will provide reasonable notice of any such changes.
11.3 You are responsible for ensuring that anyone who accesses the site via your internet connection is aware of and complies with these Terms and Conditions.
12. Dispatch of Products and Prescribed Medicines
12.1 For the Medicines Service, Products will be delivered directly to the address you provide at the time of ordering. Delivery costs and the estimated delivery timeframe will be clearly communicated during the checkout process.
12.2 Once your Order has been processed, it will not be possible to change the shipping or billing address. Please ensure all details are accurate before completing your Order.
12.3 All Orders placed through Synthesis Clinic Pharmacy are shipped using a tracked courier service to ensure secure and reliable delivery.
12.4 After dispatch, you will receive a tracking number via email. This link will direct you to the courier’s website where you can monitor the progress of your delivery. Please note that these websites are operated by third parties, and we are not responsible for the content, accuracy, or availability of information on external courier sites.
13. Display and availability of Products
13.1 While we make every reasonable effort to keep the information and materials on the site accurate and up to date — including Product descriptions — we do not guarantee, represent, or warrant (either expressly or implicitly) that any content on the site is accurate, complete, or current.
13.2 We aim to regularly stock a core range of medications that are commonly prescribed to Synthesis Clinic patients. If a medication is not in stock at the time of prescribing, we will aim to order it as soon as the prescription is received to avoid unnecessary delays.
13.3 Information regarding the availability of over-the-counter products and supplements recommended by Synthesis Clinic clinicians—based on individual patient needs—can be obtained through the clinic's pharmacist or clinical coordinators.
13.4 Any Products that require custom compounding to meet your specific needs will be outsourced to a licensed compounding pharmacy. We will inform you where this applies, and additional time may be required to prepare and dispatch such items.
13.5 All Products listed on the site are subject to availability. If a Product you have ordered is unavailable, we will notify you as soon as reasonably possible and issue a prompt refund for any payment made.
14. Price of Products and Services
14.1 Where applicable the prices of Products are as shown on the site at the time you place your Order. We take all reasonable care to ensure that the pricing information on the site is accurate and up to date at the time it is entered.
14.2 Prices may change from time to time; however, any such changes will not affect an Order you have already placed and confirmed before the change takes effect.
14.3 All prices include VAT (where applicable) at the prevailing UK rate.
14.4 Where applicable the price of each Product shown on the website refers to the cost of the Product only. Delivery charges are calculated separately and will be clearly displayed at checkout before you complete your Order. Full payment, including any applicable delivery charge, must be received before the Product is dispatched.
14.5 While we make every effort to ensure accuracy, it is possible that some may be incorrectly priced. We will normally verify pricing before dispatching your Order. If we discover a pricing error:
14.5.1 If the correct price is lower than the one listed, we will charge the lower amount and continue with the Order, offering a refund for the difference.
14.5.2 If the correct price is higher than the one listed, we will contact you as soon as possible to confirm whether you wish to proceed at the correct price or cancel your Order. We will not process your Order until we have received your confirmation.
15. Making payment
15.1 Full payment for all Products must be made at your earliest convenience once your invoice has been generated on your EHR portal. We cannot process or dispatch any Order until payment has been received in full.
15.2 Payment can be made securely by debit card, credit card, or via any other approved payment method or gateway made available on our website at the time of ordering.
15.3 You are responsible for providing valid and up-to-date payment details. We reserve the right not to fulfil your Order if your payment is declined, expired, or otherwise invalid. In such cases, we will attempt to contact you so that you may provide updated payment information.
15.4 To help protect against fraud and ensure your identity, we may validate the name, billing address and other personal details you provide during the order process against appropriate third-party databases. By placing an Order, you consent to these checks being carried out.
This identity verification process may involve sharing your information with a registered credit reference agency. This is solely to confirm your identity — it is not a credit check, and your credit rating will not be affected. All personal data will be handled securely and in accordance with applicable data protection laws.
15.5 By submitting your payment information, you confirm that you are authorised to use the chosen payment method and authorise us (or our third-party payment provider) to take full payment for the Products, including any applicable delivery charges and other fees as outlined in these Terms.
16. Refunds
16.1 Under the Consumer Rights Act 2015, you are entitled to a full refund on faulty goods within 30 (thirty) days of receiving your Order. In some instances, we may offer to replace the faulty Product at no cost. If the replacement is also faulty, you are entitled to a full refund, including any postage paid. If you believe any Product you have received is damaged or faulty, please contact us as soon as possible.
16.2 Refunds will be processed once we have received and inspected the returned Product. Any refund, if applicable, will be issued via the original payment method used at the time of purchase. Please allow 5 to 7 working days for the refund to appear in your account, depending on your card provider.
16.3 If you return your entire Order, we will refund the standard delivery charge you originally paid. However, we do not refund delivery charges for the return of part-orders.
16.4 Due to regulatory and safety reasons, Prescribed Medicines and items with a broken hygiene seal cannot be returned, unless they are damaged or faulty. You are entitled to inspect your items on receipt, as you would in a shop, but returns will not be accepted for used items unless there is a clear fault.
16.5 You will not be entitled to a refund for:
16.5.1 temporary interruptions to the service;
16.5.2 any interruptions outside of our control.
16.6 You will also not be entitled to a refund for any failure in service delivery where the issue is due to:
16.7.1 your unavailability to receive the Order;
16.7.2 missed deliveries after reasonable attempts by the courier;
16.7.3 insufficient or unreliable network connectivity;
16.7.4 any negligent act or omission on your part;
16.7.5 any reason beyond the reasonable control of Synthesis Clinic Pharmacy.
17. Our liability to you
PLEASE READ THIS CLAUSE CAREFULLY AS IT SETS OUT IMPORTANT LIMITATIONS ON OUR LIABILITY. NOTHING IN THESE TERMS AFFECTS YOUR STATUTORY RIGHTS.
17.1 We cannot limit liability where the law forbids, such as death or personal injury caused by our negligence or fraud.
17.2 We are not liable for indirect losses, including emotional distress, lost profits, loss of opportunity, damage to reputation, or losses to third parties.
17.3 We take full clinical responsibility for our services but aren’t liable where:
No legal duty of care was breached;
Loss wasn’t foreseeable; or
You breach these Terms.
17.4 Our total liability is limited to the amount you paid for the Product.
17.5 The site is not for emergency or urgent medical treatment.
17.6 We protect your data but aren’t responsible for loss or unauthorized access beyond our control.
17.7 We provide no guarantees that the site or communications are virus-free.
17.8 We aren’t liable for third-party actions or omissions.
17.9 Products and Services are for your personal use only — no resale or commercial use.
17.10 We’re not liable if you fail to inform your regular doctor about Products or Services from us.
17.11 We’re not responsible for damages caused by ignoring advice on the website and/or by Synthesis Clinic Practitioners.
17.12 Site advice doesn’t replace your doctor’s advice; always consult your healthcare professionals.
17.13 We follow legal limits on product supply and will only charge for what we provide.
17.14 These Terms don’t affect your legal rights.
18. Events Outside Our Control
18.1 Synthesis Clinic Pharmacy will not be held liable for any failure to perform, or delay in performing, any of our obligations under these Terms if such failure or delay is caused by an Event Outside Our Control, as defined in clause 18.2.
18.2 An "Event Outside Our Control" refers to any act or event beyond our reasonable control, including but not limited to strikes, lockouts or industrial action by third parties, civil unrest, riots, invasion, terrorist attacks or threats, war or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemics, pandemics, or failures in public or private telecommunications networks.
18.3 If an Event Outside Our Control occurs that significantly impacts our ability to meet our obligations under these Terms:
18.3.1 We will contact you as soon as reasonably possible to inform you; and
18.3.2 Our obligations will be suspended, and the time for performance extended for the duration of the Event Outside Our Control. If the event affects the delivery of Products, we will arrange a revised delivery date with you once the event is over.
18.4 You have the right to cancel your Order if the Event Outside Our Control continues for more than 7 (seven) consecutive days. To do this, you must notify us in writing, in line with the contact details set out in clause 2.
18.5 We reserve the right to cancel an Order if the Event Outside Our Control continues for more than 28 (twenty-eight) consecutive days.
19. Your obligations
19.1 By accepting these Terms, you agree to the following:
19.1.1 All information you provide to Synthesis Clinic Pharmacy and Synthesis Clinic will be complete, truthful and accurate. You will not withhold any material information.
19.1.2 If you discover any inaccuracies or missing information in your medical history, test results or prescriptions, you will inform us promptly.
19.1.3 You agree to follow all medical instructions, advice and treatment plans provided by Synthesis Clinic. If you are unsure how to take any prescribed medication, you must contact Synthesis Clinic Pharmacy before using it.
19.1.4 If you have any concerns about advice, information or instructions you have received—or failed to receive—via the site, or have concerns about your health, you agree to seek timely medical attention from another healthcare professional or, if needed, emergency services.
19.1.5 You will follow all instructions relating to the use of prescribed medication, including dosage, timing, and route of administration.
19.1.6 You will inform us as soon as possible of any side effects or concerns regarding the effectiveness of any prescribed medicine.
19.1.7 You will not impersonate anyone else during clinical assessments or communications with us.
19.1.8 You agree to inform your usual GP about any medicines prescribed by Synthesis Clinic. We offer to contact your GP on your behalf from Synthesis Clinic, but if you decline, it remains your responsibility to keep your doctor informed. In an emergency, we may contact your GP or emergency services without your consent if necessary.
19.1.9 You will ensure that no one else has access to your prescribed medication.
19.1.10 You agree not to use prescribed medication beyond its expiry date.
19.2 Important Warning: Providing false, misleading or inaccurate information when using the site may result in the issue of prescriptions or provision of services based on incorrect information, which could lead to serious or life-threatening consequences. By using the site, you confirm that all information you provide will be accurate and truthful. Supplying false information is a breach of these Terms.
20. Our obligations
20.1 At Synthesis Clinic Pharmacy, we are committed to:
20.1.1 Taking full professional responsibility for each patient we support, equivalent to the standard of care expected during a face-to-face consultation with a qualified healthcare professional.
20.1.2 Providing a professional, safe, and transparent service that adheres to current clinical guidelines and best practices, including those set by relevant UK regulatory bodies for remote prescribing and dispensing.
20.1.3 Ensuring that the name and professional registration number of the prescribing clinician or pharmacist involved in your care is made available to you, where applicable.
20.1.4 Issuing prescriptions only when we believe, in our clinical judgment, that it is in your best interest to receive the prescribed medicine. We reserve the right to withhold a prescription if we believe a clinical consultation with a practitioner at Synthesis Clinic is more appropriate.
20.2 We are committed to improving our technology and user experience. If you come across any technical issues or believe something could be improved, please contact us. We aim to respond within one working day and will escalate any concerns to our technical team as required.
21. Intellectual property
21.1 All content and materials used on the Synthesis Clinic website and pharmacy page—including text, graphics, logos, icons, images, audio clips, downloads, data compilations, and software—are protected by copyright, trademarks, database rights, and other intellectual property laws.
21.2 You agree not to interfere with or remove any copyright or proprietary notices displayed on the site or within any of the materials we provide.
21.3 You acknowledge that you do not acquire any ownership or rights to the intellectual property in any content, materials, documents, or other items provided through the site at any time.
21.4 You may use our content and materials for your personal, non-commercial use in connection with accessing our services. However, you must not copy, modify, distribute, republish, or make these materials available to others (including via file-sharing platforms), nor enable or assist others to do so.
21.5 All intellectual property on the site, whether owned by Synthesis Clinic Pharmacy or our content providers, remains our exclusive property and is protected under applicable laws. This includes any software used on or made available through the site.
22. International use
22.1 The Synthesis Clinic Pharmacy website may be accessed from outside the United Kingdom; however, it must not be used in any jurisdiction where its use would be unlawful or where local laws would override or conflict with these Terms.
22.2 We do not guarantee that the materials or content available on the site are appropriate or lawful for use outside of the United Kingdom, nor do we guarantee compliance with the legal or regulatory requirements of jurisdictions outside of Scotland.
22.3 Accessing the site from countries or regions where its content or services are illegal is strictly prohibited. We accept no responsibility for any issues, liabilities, or legal consequences that may arise from accessing or using the site from outside the UK.
23. Disputes
23.1 Any dispute or claim arising under these Terms must be reported to Synthesis Clinic Pharmacy in writing within 14 (fourteen) days of the dispute or claim occurring. The written notice should include full details of the issue to enable Synthesis Clinic Pharmacy to understand the nature of the dispute. Failure to provide written notice within this timeframe will prevent you from making such a claim.
23.2 If a dispute arises in connection with any part of these Terms, both you and Synthesis Clinic Pharmacy agree to try to resolve the dispute amicably.
23.3 If the dispute remains unresolved 60 (sixty) days after the initial notification, both parties agree to attempt to resolve the matter through mediation following the Centre for Effective Dispute Resolution (“CEDR”) Mediation Procedure.
23.4 Unless otherwise agreed, CEDR will appoint the mediator.
23.5 To begin mediation, either party must send a written request ("ADR Notice") to the other party, with a copy sent to CEDR.
23.6 Mediation will commence no sooner than 60 (sixty) days after the ADR Notice is provided.
23.7 Both parties agree that no court proceedings relating to any dispute under these Terms may be initiated until mediation has been attempted and either concluded or one party has not participated for at least 30 (thirty) days after the mediation starts.
24. Other important terms
24.1 Each provision of these Terms operates independently. If any court or relevant authority finds any clause or sub-clause to be unlawful or unenforceable, the remaining provisions will remain in full effect.
24.2 If Synthesis Clinic Pharmacy does not enforce any of your obligations under these Terms, or delays in doing so, this does not mean we waive our rights or that you are excused from fulfilling those obligations. Any waiver of a breach by you will only be effective if made in writing and will not apply to any subsequent breaches.
24.3 These Terms are governed by the laws of England. Any dispute or claim arising out of or in connection with these Terms will be governed by English law, and by accepting these Terms, you agree that the courts of England have exclusive jurisdiction.
25. Your consumer rights
25.1 Consumers have legal rights concerning Products and/or Services that are faulty or, except as outlined in clause 16, not as described. For guidance on your legal rights, you may contact your local Citizens Advice Bureau or Trading Standards Office. These Terms do not affect your statutory rights.
27. Complaints
27.1 If you wish to make a complaint about the site, please contact us in accordance with our Complaints Policy.