Terms and Conditions

Hello and welcome to Zava! We want you to get the very best from our service, so thank you for taking the time to read our terms and conditions.

Contents of this article

To see how we can help you to manage your health, and to find out our commitment to you as a Zava patient, please go to our Website at: https://www.zavamed.com. Throughout this document, we will refer to this as our “Website”, written with a capital “W”. 

Please read our terms and conditions carefully: they explain the agreement between yourself and Zava when you use and order from our Website. Please don’t use our service until you are completely happy with them. And if you have any questions or comments, we’re always happy to hear from you. You can find our contact details at the end of this page. 

So, first things first, let’s introduce ourselves.

Who we are

We are called Health Bridge Limited, but we trade under the name Zava ("we"/"us").

We call ourselves online doctors, also known as healthcare providers. This means we have a team of in-house doctors, a pharmacy, and a dedicated team of professionals who work hard to deliver an outstanding service. You can read our story, meet our co-founders, and find out more about Zava here.

Now we’ve met, let’s get on to the legal side of things, Health Bridge Limited is registered in England and Wales under company number 07392646. Our registered office and main trading address is 3 Angel Square, 4th Floor, 1 Torrens Street, London, EC1V 1NY.

We are registered with and regulated by the Care Quality Commission (CQC), the independent regulator of health and social care in England. This body makes sure that healthcare providers, such as Zava, offer a safe service. We passed our most recent inspection on the 31st of May 2017 and we are proud to say that the CQC found our service to be "safe, effective, caring, responsive, and well-led”. You can read the report published 16th October, 2017 here.

As a healthcare service, we have to comply with all sorts of regulations, including the Health and Social Care Act 2008, the General Pharmacy Council, and the Medicine and Healthcare Regulation Agency (MHRA). Our doctors are all registered with and regulated by the General Medical Council (GMC), which means they comply with the Good Medical Practice Guidelines. Our pharmacy, which dispenses our medicines, is registered with the General Pharmaceutical Council (GPhC), number (9010262).

The service we provide

Zava is a discreet and convenient way to get the medical treatment you need, wherever and whenever you need it. With no probing questions. No judgments. And no need to see a doctor in person.

We base our medical consultations on your answers to our online questionnaires, all of which are written by our experienced doctors. We also base our consultations on telephone conversations (if necessary), secure messaging (in your dedicated account) and photo assessments (depending on the condition you need our help with). Our doctors will prescribe a treatment based on their assessment. Once they are confident the treatment you’ve requested is safe for you, it will be shipped to your door, or to your chosen post office.

We take patient safety seriously. To use our services, you’ll need to be:

  • 18 years old or over 16 years old, for emergency contraception only (morning after pills)
  • Legally capable of entering into binding contracts
  • Living in the United Kingdom (if you live outside of the UK, we have a number of other websites you can use. Check them out here)

How our service works

Registration:

When you first visit our Website, you can either register before using our services or after you’ve made your selection. Whatever service you’re looking for, you’ll always be asked to fill in a questionnaire assessment.

Questionnaire:

Why a questionnaire? It’s the same as going to your GP’s practice for a consultation. Our doctors need to know about your condition, the medication you’re taking, your allergies and anything else that will help them to assess whether the treatment you’ve selected is safe for you. They can also help you to choose an appropriate treatment, if you’re unsure.

Our questionnaires are all built by our doctors in line with best medical practice, and they’re tailored to specific services, such as: the contraceptive pill, erectile dysfunction etc.

Your consultation:

Our services fall into two types: (i) one-step journeys; or (ii) two-step journeys.

  • One-step journeys:
  1. You complete a health questionnaire
  2. Agree to our Terms and Conditions and tell us if you’d like your GP to be informed
  3. Select your preferred treatment and click order
  4. Register on our Website, or log in, if you’ve already registered
  5. Choose a delivery method
  6. Pay for your consultation, course of treatment (e.g., test kit) and delivery costs, if any.
  7. Submit your order

We will send you an email and/or an SMS to confirm that you have registered (if applicable) and that your questionnaire is being carefully reviewed by our doctors.

A doctor will be in touch to:

  1. confirm your preferred treatment is suitable
  2. ask you for further information through your account
  3. reject your order if it isn’t suitable for you.

Once you’ve submitted your questionnaire, our doctors will aim to get back to you within 24 hours on weekdays.

  • Two-step journeys:

Bear with us, this one takes a little longer. Our two-step journey is for times when our doctors need you to send in pictures or other information, in order for them to decide whether they can (a) treat you remotely and (b) suggest a medication, if suitable.

The first step:

  1. Complete an initial questionnaire
  2. Share pictures, if asked
  3. Agree to the Terms and Conditions.
  4. Register on our Website, or log in, if you’ve already registered

We will send you an email and/or an SMS to confirm you’ve successfully registered (if applicable) and to let you know once your questionnaire and attachments are being reviewed by our doctors. 

Our doctors will notify you by email or SMS once they’ve decided whether remote medical treatment is suitable for you. If so, they will offer you a treatment.

Now for Step 2 of your journey. To purchase the treatment you will need to:

  1. Log on to your account
  2. Complete a short additional questionnaire
  3. Agree to our Terms and Conditions and tell us if you’d like your GP to be informed
  4. Choose a delivery method
  5. Pay for your consultation, course of treatment (e.g., test kit) and delivery costs, if any.
  6. Submit your order.

Our doctors will review the short questionnaire, and if they confirm your suitability based on this last questionnaire, they will prescribe your treatment.

Delivery

If our doctors feel the treatment(s) you’ve requested is suitable, it will be dispensed by our pharmacy and send to you using your preferred method of delivery. You can find all the details in our Delivery, Cancellation and Returns policy.

Pricing

The cost of your consultation, diagnosis, and medical prescription will be given to you before your  consultation, so you know exactly how much you’ll need to pay. Delivery charges will be shown separately.

From time to time, and despite our best efforts, some of the services listed on our Website may be incorrectly priced. Unfortunately, we are unable to provide the Services to you at the incorrect (lower) price, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mistake.

Payment

In order to proceed to payment, please provide valid credit or debit card details. You must be authorised to use these details and to authorise us, or our payment service provider, to take payment in full for the items you’ve ordered, including any associated fees due to us under these terms and conditions, including delivery fees.

If your payment details have expired or are invalid in any way, we will try to contact you. If you are unable to give us the updated information, we reserve the right not to deliver your medicines to you.

Binding contract

When you submit an order to us, either for a specific treatment or to receive a test kit, you will receive an email confirming that we’ve received your order. Your order will be binding once you receive the email informing you that your order has been approved. This is when our doctor will issue the prescription and your treatment or test kit will be sent. Cancellation requests after this point of time might not be possible (please read our section below).

For photo assessment or the two-step journey (as described in the section How our service works above), the service begins once your receive the email indicating that we’ve received your order as our doctors will start to render the requested service.

We reserve the right to reject any order, in which case we will refund you if applicable as per these Terms and Conditions.

Cancellation and returns

Cancellation of:

  • Orders of prescription goods or medicines:

The consultation process begins once you’ve entered your payment details and pressed submit. If our doctors decide your preferred treatment is suitable, they will issue a prescription and we’ll send you an email of acceptance of your order. In line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, cancellation is not possible for the supply of a medicinal products (Part 3, Section 27).

  • Orders of non-prescription goods or medicines, such as test kits:

For unused postal testing kits and non-prescription goods, you can change your mind and cancel your order within fourteen calendar days of delivery (when the parcel is in your possession or in the possession if the person identified by you for the delivery). This is outlined in the 2013 Regulations mentioned above.

  • Orders requiring additional services, such as photo-based pre-assessments

You have the right to cancel up to fourteen (14) calendar days after you’ve submitted your order. However, we will ask you to pay for any services provided up to the point of cancellation, e.g., if our doctors have started to assess your condition by looking at the photos you provided.

  • Telephone consultation

You cancel up to the point of the time of your appointment.

Returns:

For security and sanitary reasons, we are unable to accept any returns for items that have been used or are unpackaged. We are also unable to accept returns for medicines.

You will need to cover the cost of returning testing kits or other items, unless you can prove that the item was damaged or faulty when you received it.

Refunds

If our doctors decide that the treatment you’ve requested is not suitable, they’ll send a full explanation to your account and any fees will be refunded fully within seven (7) working days.

If you validly cancel your order (as per the section Cancellation & Returns above), we’ll make our best to process refunds within three (3) working days. The funds may take up to five (5) working days to appear on your bank or card statement.

Note that we may also contact you to say that we do not accept your order for the following reasons:

  1. the medicines or goods are unavailable;
  2. we cannot authorise your payment;
  3. you are not allowed to use our services from us;
  4. you have ordered too many medicines; or
  5. there has been a mistake on the pricing.

You will also be refunded in those cases.

Written communication

We’ll usually get in touch via email or through your account, although we sometimes post notices on our Website. For contractual purposes, please make sure you understand and agree to receive electronic communication from Zava, and that you acknowledge that all contracts, notices, information and other electronic communications that we provide to you electronically comply with any legal requirement that require such communications to be in writing. This condition does not affect your statutory rights.

Your commitment to us

Zava is an online service, which means most of the time we will be communicating with you electronically or by phone. We care about you and your health, so please be completely truthful and honest with us to enable our doctors to provide you with our service in line with the best medical practice and for your safety.

It’s your responsibility to ensure that:

  • You answer the medical assessment truthfully and to the best of your knowledge. If you don’t understand something in the questionnaire, please contact us and we’ll give you any information you need. Please don’t try to fill in the questionnaire until you’re completely clear on what each question means. If you don’t understand a question, are unsure how you should answer certain questions, or you do not fully understand the advice or information given to you on our site, you can speak to your regular healthcare provider.
  • The questionnaire should be completed by you, for you, unless you have permission to fill it in on someone’s behalf, in which case we need their express consent. Please note that for test kits, we will only give the results to the account holder who ordered the kit.
  • You do not register more than once with Zava and be sure to give us your correct name, address, date of birth, email and telephone number.
  • You pass on information to your regular healthcare provider. Any advice on our Website does not replace that of your regular healthcare provider. You should always tell your regular healthcare provider about any treatment and medication we supply. We can also do it for you if you ask us to do so.

For your security:

  • Always read all product packaging and labels carefully before use.
  • If you purchase medicine in advance, please always check the date on the box to make sure it’s not out of date.
  • Your course of treatment is based on your consultation and answers to our questionnaire. Please make sure that only you have access to your medicines.

We cannot accept liability for any damages which result from: (i) your failure to provide (and continuously maintain) complete, truthful and accurate information in your patient record, as well as in answering our medical questionnaires and any other information you give us; (ii) your failure to follow advice given on our Website, or to pass on relevant information to your regular healthcare provider.

Your account

When you register on our Website, you create a secure online account, which contains the following:

  • A dashboard that lets you read messages from our doctors, check your order status and re-order treatments (re-ordering is dependent on answering a short questionnaire from our doctors).
  • Messages from Zava
  • Treatment recommendations
  • Your order history
  • Links to our services, Terms and Conditions, our Privacy and Cookies notices and Website terms.
  • A help section, with links to our FAQ’s

Your details: this is where you can change your personal information and update your email preferences (please check our Privacy Notice for more information). If you want to suspend your account and discontinue using our services, you can also do it in details. Your account will be permanently deactivated with immediate effect. Legally, we have to archive your electronic patient records, including your personal information, communication and treatments for the forseeable future, so although your record will be suspended, it won’t be permanently deleted.

Your account privacy and security

Please treat your user identification code, password and any other secure piece of information as confidential. You should never disclose any secure information to a third party.

Choosing a secure password is very important. Please make sure yours is:

  • at least 8 characters long
  • a mix of letters, numbers, symbols and capital letters
  • avoid common passwords, such as “administrative”, “password”; your name and date of birth etc;  
  • create a unique password that isn’t used on any other websites

 If you fail to comply with our Terms and Conditions, we reserve the right to disable your user identification code or password. If you believe that your account has been compromised, please contact us immediately so that we can help.

If anyone uses our Website through your internet connection, you are responsible for making sure they comply to these terms. 

Privacy policy and data protection

We care about your privacy. You‘ll find everything you need to know about keeping your information secure, including data protection, in our Privacy Notice and Cookie Notice.

Jurisdiction and applicable law

The English courts have exclusive jurisdiction over any claim arising from, or related to, the Services we provide to you. We reserve the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.

Our terms and conditions and any dispute or claim arising out of, or in connection with them or their subject matter or formation, including non-contractual disputes or claims, shall be governed by and construed in accordance with the law of England and Wales.

Entire agreement

These terms and conditions, our privacy and cookie notices, Website use policy and any document expressly referred to in this agreement constitutes the whole agreement between you and Zava. This supersedes all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the use of our Website and the services made available on it.

Variations

We may change our terms and conditions at any time by amending this page. Please read these terms and conditions every time you use our services so that you’re aware of any changes we have made as these are the terms applying when using our Website and when ordering from us.

Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our Website.

Website Use Terms

We want you to get the very best from our service, so thank you for taking the time to read our terms and conditions.

Here’s a few tips from us to help you get the most from our website:  https://www.zavamed.com/. Throughout this guide, we will refer to this as “Website”, written with a capital “W”.

Please read our terms and conditions carefully: they explain the agreement between yourself and Zava when you use and order from our Website. Please don’t use our service until you are completely happy with them. And if you have any questions or comments, we’re always happy to hear from you. You can find our contact details at the  end of this page.

Our website

We often update our Website with new services, useful articles about conditions, to amend or withdraw certain services, and sometimes to simply improve our Website. We won’t notify you when we do this because a) you would feel spammed, and b) you’ll see the changes next time you visit us. You might receive some notifications if you subscribed for our  marketing communications, but rest assured, we keep them to a minimum.  

We do everything we can to keep our content fresh and relevant. If you notice something that is outdated, please do let us know. We’ll do our best to update it as soon as possible.

As you know, the Internet doesn’t always behave itself, so if our Website is temporarily unavailable, we’ll do our best to fix it as quickly as possible.

Finally, it’s worth mentioning, that there may be a time when we have to suspend access to our Website, or close it indefinitely. But don’t worry, that’s definitely not the plan. We look forward to helping you to manage your health for a long time.

Linking to our website

We want to give everyone the tools to get the best healthcare so the more people that know about us, the better. If you do want to tell your friends or family about Zava, or link to our Website, please follow the guidelines below:

  • We’re proud of our reputation and will take whatever steps are necessary to protect it.
  • Please do not suggest any form of association, approval or endorsement by Zava, if none exists.
  • If you do want to link to our Website, please only link from your own website and not from a third-party website. We’re also happy for you to talk about us on social media, but please comply with the terms of this Website Use policy.
  • Please make sure you only include a link (not a frame) to the home page of our Website (https://www.zavamed.com/uk). There are strict regulations on promoting medication, so you can only talk about ourselves as online doctors. Please don’t mention specific medications.

If you’re unsure, please ask us before linking to our Website. We reserve the right to withdraw linking permission without notice if it doesn’t meet our guidelines.

Links on our website

We sometimes link to other websites and third party materials. These links are there for your information only and we have no control over their content. We can’t guarantee they are factually correct, nor can we accept any responsibility for any damage or loss you may suffer as a result of their use.

Intellectual property rights

Everything that you see on our Website is protected by copyright. Zava is either the owner or the licensee of the material published and of all the attached rights (intellectual property rights).

All such rights are reserved, which means use of our Website content is limited:

  • You can print off one copy, and download extracts of any page(s) of our Website for your personal reference only, but not for commercial reasons (for this, you’ll need a license from us or our licensors).
  • Please don’t modify the paper or digital copies of any materials you’ve printed off or downloaded in any way. You are unable to use illustrations, photographs, video or audio sequences or any graphics without using the text that goes with them. Please always reference Zava or any other authors of materials on our Website.

If you are unable to meet these guidelines, we will ask you to stop using our Website immediately and to either return or destroy any copies you’ve made of our materials.

Warranties

As explained earlier, the Website may change, be updated or suspended. Therefore, we are unable to give you, and we exclude, all representations and warranties as to the accuracy and completeness of the information published on our Website. Nor can we guarantee that the material is up to data or that every service and product will be available at all times, or indeed that the Website itself will not be discontinued in the future.

For this reason, we can’t be held liable and you will no be entitled to any type of compensation or other payment, if the Website is discontinued, if any content is inaccurate or any of our services are changed.

Our liability

To the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude any liability for any loss or damage of any nature, such as any business losses, whether direct, indirect or consequential, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill incurred by any user in connection with our Website, or in connection with the use, inability to use, or results of the use of our Website and services, any websites linked to it and any materials posted on it, whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

Nothing in these terms and conditions limits our liability for:

  • death or personal injury arising from our negligence;
  • fraudulent misrepresentation or misrepresentation as to a fundamental matter; or
  • any other liability which cannot be excluded or limited under applicable law.

Viruses, hacking and other offences

Please, don’t misuse our Website by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or could harm our technology.

You must not attempt to gain unauthorised access to our Website, the server on which our Website is hosted, or any server, computer or database connected to it.

This is a criminal offence under the Computer Misuse Act 1990 and we’ll have to report you to the relevant authority and disclose your identity. And of course, you’ll no longer be able to use our Website.

We can’t accept responsibility for any damage or loss suffered because of a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your device, programs, data or other proprietary material as a result of using our Website or downloading any material posted on it, or on any website linked to it.

Jurisdiction and applicable law

The English courts have exclusive jurisdiction over any claim arising from, or related to, a visit to our Website. We reserve the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country to the extent permitted by law.

Our terms and conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

Variations

We may change this policy at any time by updating this page. Please read these terms and conditions every time you use our services so that you’re aware of any changes we have made. As mentioned at the start of these terms, this is a binding contract between you and Zava.

Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our Website.

Contact

If you have any requests, questions, concerns or feedback, we’re always happy to hear from our patients. You can email us at: [email protected] or call us on: 0203 588 0292.

One last thing...

Thank you so much for visiting our Website and using our services.

The Terms and Condition of our  services and our Privacy and Cookie notices are also part of this agreement. Please take the time to read them, too.

We look forward to helping you to manage your health soon

All the best,

Your Zava team.



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