We are Clinova Limited (or simply "Clinova" ). Clinova is a UK based, global digital healthcare company providing health and wellness solutions. Healthwords is our flagship digital product. Throughout this Noticethese Terms, "we", "us", "our" or "Healthwords" means Clinova Limited (including our Healthwords app).
Clinova is committed to making the world a healthier place while making sure our actions are not only legal, but ethical, moral, and just. You can read more about our core values in the Clinova credo, which is also on our website.
Our aim is to help make the world a healthier place, but we also care how we do this. From the beginning of our story, we have been guided by the belief of doing the right thing, making sure our actions are legal, ethical, moral and just. We will ensure all contact between people is based on trust and absolute integrity and this will be of benefit to all parties. We expect and require all associations and external partners to be organised by a similar ethos.
We are committed to producing innovative, high quality, efficacious and safe healthcare solutions. We will ensure that Clinova's products have passed the appropriate standards related to research, regulations, licensing, legal requirements, manufacturing, scientific testing, packaging and marketing. We will never stop innovating, creating, developing and researching. We aim to provide real and lasting satisfaction.
We will need knowledge, imagination, skill, diversity and teamwork to succeed. We will seek to recruit and partner with the best. Remuneration will be fair. Loyalty and performance will be rewarded. We must recognise our people's merits and provide them with adequate opportunities to advance their knowledge, roles and positions. The work environment will safe, clean and attractive. We accept that our people's religious beliefs, family responsibilities and personal wellbeing are more important than Clinova, and we will at all times help our partners fulfil and prioritise their private duties. We will ensure that competent and fair leaders run our places of work.
We are a UK-based international company and we will strive to respect local traditions, customs and sensitivities as long as our actions fall within the realms of English Llaw and good UK corporate governance. We must always pay appropriate and fair tax and our principal tax base will always remain Her Majesty's Revenue and Customs. We have a duty to respect the communities and environment in which we live and work
Healthcare is for the patient, not for the profit, but to enable us to continue our journey we must make a reasonable financial reward. New solutions must be discovered, research must be continued, and tomorrow's products created. Our products will be priced fairly and competitively. We will aim to develop products that provide innovative, novel, practical and cost-effective solutions. We will offer solutions to people's needs rather thean selling products; this is and always has been our only priority.
We believe that when we look back, the big things will be the small things and the small things will be the big things. Our industriousness will be the basis of our achievements. We will try our best to make sure that the values of our business remain a priority for everyone, every day, at every level of our organisation. We promise to continue to help make the world a healthier place.
These Terms of Service ("Terms") apply when you use healthwords.ai (the "Site") and our Healthwords app (together, the "Platform"), as well as to all information, recommendations and/or services provided to you on or through the Platform.
We are a limited company, registered in England. Our registered company number is 05826113, and our registered office is at International House Southampton International Business Park, George Curl Way, Southampton, Hampshire, SO18 2RZ. Our VAT registration number is 887451576.
The personal information you provide via the Platform will be collected, used, managed and disclosed in accordance with our Privacy Notice.
Please read these Terms carefully before using our Platform.
By using or accessing any part of the Platform or ordering products via the Platform (whether now or in the future), you agree to be bound by these Terms. You should print a copy of these Terms for future reference.
We may update these Terms from time to time. These Terms were last updated on 28th February 2022[date]. By continuing to use or access any part of the Platform, you are agreeing to the current version of the Terms, except that no change to the Terms will effect any Order you have already placed with us.
The Platform provides general health and wellness information. The Platform allows you to use our health and wellness features, including: Healthwords Search, Conversational Search, Symptom Checker, Travel Health, Sexual Health, Messages, and Shop.
We may also provide a way for you to communicate your orders ("Orders") for products or services ("Products"), which may be requested through the use of the Healthwords Platform. We provide a range of Products, but please note that we don't provide products that require a prescription from a doctor or other qualified prescriber, or products that need to be dispensed by a pharmacy. All services provided by Clinova to you by means of your use of the Platform are hereafter referred to as the " Service". When we talk about Healthwords, this includes our Products and our Service.
You may also use Healthwords to locate the nearest chemists/pharmacies, doctors or travel clinic locations, and to receive local pollen/allergen alerts. If you choose to use any of these feature(s), then the GPS receiver (on the mobile device which you are using Healthwords on) detects your location and uses your location to optimize the Platform and Service for you.
We reserve the right to change these Terms from time to time by changing them on the Platform, although no such change will affect any order you have already placed with us. These Terms were last updated on 28th February 2022.
The Platform is intended for use only by persons who are at least 16 years of age. By using the Platform, you confirm to us that you meet this requirement.
To order any Product, you must be at least 16 years of age (or any older age legally required under local law to bind yourself legally to these Terms). By doing so, you confirm to us that you meet this requirement.
Depending on how you order, different terms and conditions will apply. We explain these below.
Any websites Healthwords may link to (including affiliate links) have their own separate terms and conditions. We are not party to any such terms and conditions, or to any agreement in relation to orders for products or services you may place through such websites.
Healthwords does not directly handle the sale and supply of prescription-only medicines (POMs). Instead, we work in collaboration with our regulated and licenced pharmacy fulfilment partners, which are registered to supply medicines under UK law and to fulfil orders which are screened by registered pharmacists and doctors.
Some pharmacy-only or prescription products will always be provided by one of the following regulated partners, which are registered by the General Pharmaceutical Council:
Health Counter Limited (trading as Cedarwood Pharmacy), a licensed UK pharmacy with registered premises at Cedarwood Pharmacy, 5 Peterwood Park, Peterwood Way, Croydon, CR0 4UQ. Registration number 1121830
ABSM Healthcare Ltd, a company incorporated in England and Wales trading as The Independent Pharmacy (and its sister company Red Label Healthcare), a licensed UK pharmacy for the purpose of prescribing medicines, with registered premises at Unit 19-20, Bonville Business Centre, Bonville Road, Bristol, Somerset, BS4 5QR. Registration number 9011543
To ensure that the prescription and dispensing of medicines are conducted in compliance with regulations, the Care Quality Commission (CQC) in the UK regulates The Independent Pharmacy Registration number: 1-10976213225.
All consultations and assessments are screened by UK medical professionals registered with the General Medical Council (GMC), or accredited practitioners registered with the General Pharmaceutical Council (GPhC).
Products may be ordered by clicking on the items you wish to purchase and then following the prompts that will appear on-screen. You may check and correct any input errors in your order up until the point at which you submit your order to us by clicking the " Buy Now" button on the checkout page.
After placing an order, you will receive an acknowledgment from us that we have received your order, and giving you an order reference number.
Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy the Product(s) ordered. All orders are subject to acceptance by us. We are not obliged to accept your order and may, at our discretion, decline to accept any order.
While we use reasonable endeavours to work with our pharmacy partner to carry sufficient stock, if your order includes any Product(s) not available from stock or which have been discontinued, we will let you know. We will not substitute appropriate similar product(s). Please be aware that the number of packs of certain medicines that you can purchase may be limited and details of the restrictions are available.
You acknowledge that by clicking on the " Buy Now" button, you enter into an obligation to pay for the Product(s). If we accept your order, we will confirm such acceptance by sending you a confirmation that your order has been despatched or, if you opt (where available) to collect, when it will be ready for collection ("Order Confirmation").
The contract between you and us in relation to the Product(s) ordered ("Contract") will only be formed when we send you the Order Confirmation. After entering into the Contract, we will be under a legal duty to supply you with goods that are in conformity with the Contract.
The Contract will relate only to the Product(s) which have been confirmed in the Order Confirmation. We will not be obliged to supply any other Product(s) which may have been part of your order until such Product(s) have been confirmed in a separate Order Confirmation.
If you have any issues with your order, or wish to change or cancel your order, you may contact us directly (firstname.lastname@example.org) and we will assist you in resolving your issue. However, we cannot guarantee that we will be able to change or cancel an order.
Your order will be fulfilled by our pharmacy partner by the delivery date set out in the Order Confirmation or, if no delivery date is specified, then within 30 days after the date of the Order Confirmation, unless there are exceptional circumstances.
Your order will be delivered to the delivery address within the United Kingdom you specify when placing your order unless you opt (where available) to collect it from one of our pharmacy partner locations from time to time. You can find nearby Day Lewis pharmacies through the Platform. If you opt for this collection service, your entire order will be delivered to your chosen collection point and will be available for collection by you from the date specified in the Order Confirmation. When collecting your order, you should take the Order Confirmation, along with some a form of identification (such as a credit card or driving licence) with you.
If your delivery address is geographically remote, for example certain outlying islands or other isolated locations, it is possible that we may not be able to deliver there. If that is the case, we will notify you before we accept your order. We reserve the right not to deliver to any country that is prohibited by applicable export laws. We do not deliver to Northern Ireland. Orders cannot be delivered to PO Box or similar addresses.
Products comprised within the same order cannot be delivered to different addresses.
Deliveries are made between Monday-Friday by Royal Mail (within the United Kingdom), or other national mail service, or courier if applicable, and take place on Monday to Saturday (or other normal working week days in your country), excluding weekends and bank and public holidays. It is not possible to specify a precise time at which a delivery will take place. Please note that the courier may require deliveries to be signed for.
Deliveries will be made to your door or mailbox, and may require signature. Our courier will not be responsible for any additional carrying, unpacking or positioning of Product(s). You should ensure you, or someone else who is aged 16 or over, is available to accept the delivery.
The Product(s) ordered will be at your risk from the time of delivery or collection (as the case may be). Ownership of the Product(s) ordered will also pass to you on delivery or collection (as the case may be), provided full payment of all sums due in respect of the Product(s), including any delivery charges, has been received.
Healthwords shall charge you for the Order placed by you. You agree that you will pay for all Products you purchase from us, and that Healthwords may charge you the total amount for your Order using the payment method provided by you when registering for the Service for the Products (including any taxes and late fees, as applicable).
The price of Products is as quoted on the Platform from time to time.
Prices include VAT but exclude delivery costs, which will be automatically added (at the cost shown) to the total amount due when you view the items in your shopping basket, once you have selected your chosen different delivery method.
Prices and delivery costs are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an Order Confirmation.
The Platform contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on the Platform may be incorrectly priced. We will normally verify prices as part of our despatch procedures so that, where a Product's correct price is less than our stated price, we will charge you the lower amount. If a Product's correct price is higher than the price stated on the Platform, we will normally, at our discretion, either contact you for instructions before despatching the Product, or reject your order and notify you of such rejection.
Healthwords uses a third-party payment processor, Stripe (the "Payment Processor"), to link the payment card you provide to the Platform and ServiceProduct. Payments made on the Platform are made through our Payment Processor, which links link the payment card you provide to the Platform and Service.
Payment for all orders must be made by credit or debit card on the checkout page. We accept payment by most major credit and debit cards. Your billing and delivery address must be in the same country.
We will charge your credit or debit card when you place your order.
You should be aware that online payment transactions are subject to validation checks by your card issuer and we are not responsible if your card issuer declines to authorise payment for any reason. Please note, it is possible that your card issuer may charge you an online handling fee or processing fee. We are not responsible for this.
From time to time we may run promotions where we issue discount codes. These can be used in part-payment of the price of Product(s) ordered online, subject to the terms under which they were issued (as indicated in our relevant promotion from which you got the code). Discount codes can only be used once, and only during the period of validity stated and only in respect of the relevant Product(s) stated. Discount codes cannot be redeemed for cash.
If you would like to change your Order please contact us, and we will assist you with your issue. We can let you know if changing it is possible, and if changing it would require any changes to the price, timing or anything else. If we cannot make the change or you decided not to go ahead with the change, you may want to cancel your Order (see below)
We cannot guarantee that we will be able to change or cancel an order.
You will not have any right to cancel a Contract for the supply of any of the following Products:
unless such Product(s) were damaged or faulty when delivered to you or have been incorrectly delivered.
Except in relation to certain Products set out above, you may cancel a Contract at any time before your order is delivered and up to 14 days afterwards, beginning on the day after your order (in its entirety) is delivered to you or, if you opt (where available) to collect it from our pharmacy partner, the day after it is delivered to that third party.
If you cancel, you will receive a full refund of the price paid for the Product(s) in accordance with our refunds policy (see below).
To cancel a Contract, you must clearly inform us, preferably:
We may ask you to destroy any damaged or faulty Product(s), or to return the Product(s) to us within 14 days after the day of notifying us of the cancellation, in the same condition in which you receive them (which does not interfere with your right to take any reasonable steps to examine the Product(s) and make sure they conform to your order). You have a legal obligation to take reasonable care of the Product(s) while in your possession. If you fail to comply with this obligation, we may have a right to deduct the cost of any deterioration (due, for example, to your having used the Product(s)), up to the price of the Product(s), from the refund to which you are otherwise entitled.
To return the Product(s), you should package the parcel securely (making sure you include a note of your name and address (enclosing any returns slip, if we have provided one) inside the parcel) and then return it to us, either by courier or by recorded delivery mail or other form of certified mail or, if the Product(s) are too bulky to return by mail, then by a suitable carrier, to the address provided below.
We advise that you take out enough postal/carriage insurance to cover the value of the contents. Please save your proof of posting/despatch and tracking information until your refund has been processed. You will be responsible for the cost and risk of returning the Product(s) to us. Unfortunately, Products cannot be returned to any store.
Details of the consumer rights described above, and an explanation of how to exercise them, are provided in the Order Confirmation. Nothing in this section affects your legal rights.
If you cancel a Contract between us within the 14-day cooling-off period (see above, and please note some Product(s) may not be eligible for cancellation), we will process any refund due to you as soon as possible and, in any case, within 14 days after the day on which we receive the Product(s) back or, if earlier, the day on which we receive evidence that you have returned the Product(s) to our returns address (see above). We will refund the price paid in full (subject to any deduction we are entitled to make due to your use of or damage to the Product(s)), including the cost of standard delivery. However, we will not refund your cost of returning the Product(s) to us. If you received any promotional or other discount when you paid, any refund will only reflect the amount you actually paid.
Refunds are made using the same method originally used by you to pay for your purchase, unless agreed otherwise.
If any Product you order is damaged or faulty when delivered to you or has developed a fault, you may have one or more legal remedies available to you, depending on when you make us aware of the problem, in accordance with your legal rights. If you believe a Product was delivered damaged or faulty or has developed a fault, you should inform us as soon as possible, preferably in writing, giving your name, address and order reference. Nothing in this section affects your legal rights.
Whilst we try to make sure that all information contained on the Platform (other than any user-generated content) is correct, it is not intended to amount to authority or advice on which reliance should be placed. You should check with us or the relevant information source before acting on any such information.
Whilst we have taken reasonable steps to depict Products as accurately as possible through the photographs and other images featured on the Platform, the detailing (such as colour, pattern and texture, etc.) you see on-screen will depend on your monitor and, as such, may not exactly reflect the actual detailing of a Product when you receive it.
We are not responsible for Product information provided by our pharmacy partner or third parties, including patient information leaflets, instructions for use etc. . Information on the Platform is not intended to substitute for medical or healthcare advice. You should check with your doctor, pharmacist or other qualified healthcare professional if you are unsure if a medicine or healthcare product is suitable for you, e.g. if you are taking any other medication, have an existing condition, or are pregnant. The Platform is not intended to diagnose, treat or prevent any diseases or conditions.
The Platform may, from time to time, include links to external sites (including affiliate partners' sites) which may include links to third party e-commerce sites, offers and promotions. We include these to provide you with access to information, products or services that you may find useful or interesting. We are not responsible for the content of these sites or for anything provided by them. We do not guarantee that they will be continuously available. Links to external sites do not imply any endorsement of, or association with, their operators or promoters.
It is your responsibility to ensure your equipment (computer, laptop, netbook, tablet or other mobile device) meets all the necessary technical specifications to enable you to access and use the Platform and is compatible with the Platform. The Platform is designed to work best with iOS 10.0 or Android 5.0 (API 21) and above.
We may, from time to time, restrict access to certain features, parts or content of the Platform, or the entire Platform, to users who have registered with us.
You must ensure that any registration details you provide are accurate. If you choose, or you are provided with, a log-on ID (such as a username and password or other identifier) as part of our security procedures, you must treat such information as confidential and must not reveal it to anyone else. You are responsible for all activities that occur under your log-on ID and must notify us immediately of any unauthorised use or other security breach of which you become aware. We reserve the right to disable any log-on ID, at any time, if in our opinion you have failed to comply with any of the provisions of these Terms or if any details you provide for the purposes of registering as a user prove to be false.
Healthwords reserves the right to introduce a fee for the use of the Platform and/or the Service. If Healthwords decides to introduce such a fee, Healthwords shall inform you accordingly and allow you to either continue or terminate your use of the Service before any such fee becomes due.
You may only use the Platform for non-commercial use and only in accordance with these Terms. You may retrieve and display content from the Platform on a computer or smartphone screen, print and copy individual pages and, subject to the next section, store such pages in electronic form. Additional terms may also apply to certain features, parts or content of the Platform and, where they apply, will be displayed on-screen or accessible via a link.
Except to the extent expressly set out in these Terms, you are not allowed to:
You must only use the Platform and anything available from the Platform for lawful purposes (complying with all applicable laws and regulations), in a responsible manner, and not in a way that might damage our name or reputation or that of any of our affiliates.
All rights granted to you under these Terms will terminate immediately in the event that you are in breach of any of them.
The Platform may, from time to time, allow you to upload user-generated content, for example to make use of an assessment tool (" User Content"). We do not moderate User Content. You are solely responsible for the content of your User Submissions Content as submitted by you.
If you submit any User Content, you must ensure it is relevant to the purpose of the relevant Platform feature.
User Submissions Content must not:
You agree that, by submitting any User Content, you'll allow us to use and reproduce that User Consent in order to improve our service, including the Healthwords app, and for any other uses set out in any additional terms applicable to the feature or part of the Platform you are using.
If we would like to use any User Content in any way that would identify you, then we would ask you first.
Whilst we do not pre-screen User Content, we reserve the right, in our sole discretion, to delete, edit or modify any User Content submitted by you, at any time without notice to you.
All intellectual property rights in any content of the Platform (including text, graphics, software, photographs and other images, videos, sound, trade marks and logos) are owned by us or our licensors.
Except as expressly set out here, nothing in these Terms gives you any rights in respect of any intellectual property owned by us or our licensors and you acknowledge that you do not acquire any ownership rights by accessing, viewing or downloading content from the Platform.
You may not print off, copy, store or otherwise replicate pages from the Platform (in whole or in part) without our express prior permission or as otherwise permitted in these Terms. In the event you print off, copy, store or otherwise replicate pages from the Platform (only as permitted by us and in accordance with these Terms), you must ensure that any copyright, trade mark or other intellectual property right notices contained in the original content are reproduced.
We may change the format, features and content of the Platform, including our Service(s), from time to time.
We cannot guarantee the continuous, uninterrupted or error-free operability of the Platform. There may be times when certain features, parts or content of the Platform, or the entire Platform, become unavailable (whether on a scheduled or unscheduled basis) or are modified, suspended or withdrawn by us, in our sole discretion, without notice to you.
We do not guarantee that the Platform will always work or be available.
We cannot and do not guarantee that any content of the Platform will be free from errors, defects, malware, viruses and/or other code that may have contaminating or destructive elements, or that the Platform is correct, up to date or accurate. It is your responsibility to have appropriate IT security safeguards in place (including anti-virus and other security checks) to satisfy your own requirements as to the safety and reliability of content.
Nothing in these Terms shall limit or exclude our liability to you:
for any other liability that, by law, may not be limited or excluded.
Subject to this, if you are a consumer and not a business customer, in no event shall we be liable to you for any business losses, and if you are a business customer, in no event shall we be liable to you for any indirect or consequential losses, or for any loss of profit, revenue, contracts, data, goodwill or other similar losses, and any liability we do have for losses you suffer arising from any Contract shall not exceed the purchase price of the relevant Product(s) and is strictly limited to losses that were reasonably foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under any Contract that is caused by events outside our reasonable control.
Except to the extent provided in these Terms we make or give no representation or warranty as to the accuracy, completeness, currency, correctness, reliability, integrity, quality, fitness for purpose or originality of the Products, the Services or any content of the Platform and, to the fullest extent permitted by law, all implied representations, warranties, conditions or other terms of any kind are hereby excluded and we accept no liability for any loss or damage of any kind incurred as a result of you or anyone else using the Platform or relying on any of its content.
You may not transfer or assign any or all of your rights or obligations under any Contract.
All notices given by you to us must be given in writing to the address set out at the end of these Terms. We may give notice to you at either the email or postal address you provide to us when placing an order.
If we fail to enforce any of our rights, that does not result in a waiver of that right.
If any provision of these Terms is found to be unenforceable, all other provisions shall remain unaffected.
These Terms may not be varied except with our express written consent.
These Terms and any document expressly referred to in them represent the entire agreement between you and us in relation to the subject matter of any Contract. We are required by law to advise you that Contracts may be concluded in the English language only and that no public filing requirements apply.
These Terms shall be governed by English law, and, if you are a consumer and not a trader, wherever you live you can bring claims against us in the English courts. If you are a consumer and not a trader and you live in Wales, Scotland or Northern Ireland, or a country of the European Union, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in. except that (if you are a consumer and not a business user) and if you live in a country (which, for these purposes, includes Scotland or Northern Ireland) of the European Union other than England, there may be certain mandatory applicable laws of your country which apply for your benefit and protection in addition to or instead of certain provisions of English law.
Subject to the next paragraph, you agree that any dispute between you and us regarding these Terms or any Contract will only be dealt with by the English courts, except that (if you are a consumer and not a business user) and if you live in a country (which, for these purposes, includes Scotland or Northern Ireland) of the European Union other than England, you can choose to bring legal proceedings either in your country or in England, but if we bring legal proceedings, we may only do so in your country.
The European Online Dispute Resolution platform ec.europa.eu/consumers/odr provides information about alternative dispute resolution which may be of interest and you may use it if there is a dispute that cannot be resolved between you and us.
If you have any questions about these terms or any problems concerning the Platform, an Order you have placed, or ordering in general, please contact us
Southampton International Business Park
George Curl Way