Terms of Service

Terms: These terms and conditions (the “Terms”) govern your use of the Everwell platform and your access to the clinical and pharmacy services made available through it. By accessing or using any part of our platform or services, you confirm that you have read and agree to be bound by these Terms in full. If you do not agree to these Terms, you must not use our platform or services.

Who we are: We are Saxonvale UK Limited trading as Everwell (“Everwell”, “we” or “us”), a company registered in England and Wales with company registration number 17097136 and registered office at 61 Bridge Street, Kington, United Kingdom, HR5 3DJ. We own and operate the Everwell platform (the “Platform”) and are responsible for facilitating your access to the Healthcare Provider (AccessGP) (as defined below), the Pharmacy (as defined below), the Services (as defined below) and the Products (as defined below). We do not ourselves provide clinical services, issue prescriptions or dispense or supply medication of any kind.

Our Healthcare Provider (AccessGP): All clinical services made available through the Platform — including remote consultations, face-to-face GP appointments, clinical assessment and the issuance of private prescriptions — are provided by our Healthcare Provider, AccessGP Limited, registered in England and Wales under company registration number 16259698, regulated by the Care Quality Commission (CQC) under provider ID 1-22271946259 and registered with the Information Commissioner’s Office under registration number ZB880995 (accessgp.co.uk) (the “Healthcare Provider”). The Healthcare Provider (AccessGP) engages GMC-registered doctors to deliver clinical services. Any clinical advice you receive is provided by the Healthcare Provider (AccessGP) and its clinicians, not by Everwell. We collect fees as agent for and on behalf of the Healthcare Provider (AccessGP).

Everwell does not provide clinical services: Everwell owns and operates the Platform only. Everwell does not provide healthcare or pharmacy advice or care of any kind. The Healthcare Provider (AccessGP)’s clinicians are solely responsible for the quality and appropriateness of all clinical services, consultations and prescribing decisions. Everwell does not recommend or endorse any specific clinician, pharmacy, medicinal product or treatment.

Our Pharmacy: Medication prescribed through the Platform is dispensed and supplied directly to you by PHARMKG Ltd trading as Pharmacy + Me (the “Pharmacy”), a pharmacy registered with the General Pharmaceutical Council (“GPhC”) under registration number 9013270. The Pharmacy is an independent third party. Everwell is not a party to the dispensing contract between you and the Pharmacy. Everwell collects payment in respect of pharmacy services as agent for and on behalf of the Pharmacy.

How to contact us: You can reach us by email at hello@joineverwell.com. We monitor this address Monday to Friday between 9am and 5pm. In the event of a medical emergency, dial 999 or attend your nearest A&E. You can also write to us at 61 Bridge Street, Kington, United Kingdom, HR5 3DJ.

How we will contact you: If we need to contact you, we will do so by the telephone or email address which you provided at the time of signing up to our Services.

We operate a digital health platform through which patients in the United Kingdom who are overweight or obese can access clinically appropriate weight loss treatment. Our role is to provide the Platform and to facilitate your access to the Healthcare Provider (AccessGP), the Pharmacy and the Products. We do not provide clinical services directly.

Through the Platform, Everwell facilitates access to the following services (together the “Services”): (a) remote clinical consultations with the Healthcare Provider (AccessGP)’s GMC-registered doctors, conducted asynchronously (via online medical questionnaire) or synchronously (via pre-arranged video call) as clinically required; (b) face-to-face GP consultations of your treatment; (c) on-going clinical care and prescription management between appointments; (d) prescriptions for licensed weight loss medication where clinically appropriate, issued by the Healthcare Provider (AccessGP) and dispensed by the Pharmacy; and (e) 1:1 lifestyle coaching and support. The clinical services in (a), (b), (c) and (d) are provided by the Healthcare Provider (AccessGP), not by Everwell.

The Services are remote in nature. Face-to-face GP consultations will be arranged by the Healthcare Provider (AccessGP) at clinically appropriate intervals. Everwell is not a pharmacy and does not supply, sell, hold or dispense medication of any kind. All medication is dispensed and delivered to you directly by the Pharmacy. Please see clause 14 for further details.

Everwell owns and operates www.joineverwell.com (the “Everwell Website”), the use of which is governed by separate terms of use (the “Terms of Use”). Please read and familiarise yourself with the Terms of Use which are also binding.

You will be asked to complete a secure online medical questionnaire (the “Questionnaire”) as part of your sign-up. The Questionnaire gathers the clinical information required for the Healthcare Provider (AccessGP)’s clinicians to assess your eligibility for treatment. It is essential that all answers are true, accurate and complete — providing false or misleading information could put your health at serious risk. You will also be asked to provide certain consents and to upload current photographs to assist the clinician’s assessment. If you need any help completing the Questionnaire, please contact us at hello@joineverwell.com.

On the Everwell Website, you will set up your monthly payment for the Services. Following completion of the Questionnaire, you will have a Doctor consultation to ask some further questions prior to determining your suitability for treatment.

After you have signed up to Everwell, you will receive an email confirming next steps including the need to set up a suitable time for your Doctor Consultation and completion of the Questionnaire.

You will also receive a link to our identity verification partner, ID-Pal (https://www.id-pal.com/), who will help us confirm your identity. Given the Services are medical in nature, our Doctors need to be fully aware of the identity of the patient they are treating. Please follow the instructions provided via the link.

At the product selection page, you give your consent for any prescription issued by the Healthcare Provider (AccessGP)’s clinicians to be sent to the Pharmacy for dispensing and delivery to your registered home address. Whether a prescription is issued depends entirely on the Healthcare Provider (AccessGP)’s clinicians’ assessment of your eligibility — this cannot be guaranteed. By proceeding to payment, you give your consent as set out above. All medication costs are payable directly to the Pharmacy under a separate contract between you and the Pharmacy. Everwell collects such payments as agent for and on behalf of the Pharmacy. Everwell is not a pharmacy and does not supply, sell, hold or dispense medication of any kind.

The “Pharmacy” means PHARMKG Ltd trading as Pharmacy + Me (“Pharmacy Site”: 468 Ranglet Road, Walton Summit Centre, Bamber Bridge, Preston PR5 8AR). The Pharmacy is registered with the General Pharmaceutical Council (“GPhC”) under registration number 9013270. The Pharmacy’s Superintendent Pharmacist is Konstantin Gkioka (GPhC Reg. No. 2224520). The Pharmacy is an independent third-party provider. A permanent record of the Pharmacy’s and Healthcare Provider (AccessGP)’s identity, contact details and regulatory registration numbers will be available in your Everwell patient account.

In the event that Access GP’s clinicians determine that you are ineligible for treatment, or you do not attend your scheduled appointment, or you need to change or cancel your consultation with less than 24 hours notice; we reserve the right to charge you £60.00 to cover the cost of that consultation.

All prescriptions are valid for one month’s treatment. Each month you will be asked to submit an update including your current weight and any changes to your health. This information will be reviewed by the Healthcare Provider (AccessGP)’s clinicians to assess your continued eligibility. Where you remain eligible, a new prescription will be issued and sent to the Pharmacy unless you request otherwise. Where continued prescribing is not clinically appropriate, the Healthcare Provider (AccessGP)’s clinicians will contact you directly. The final decision on prescribing rests with the clinicians at all times. By agreeing to these terms, you also agree that the Healthcare Provider (AccessGP)’s clinicians may access your NHS Summary Care Record (“SCR”) using NHS smartcards. Your SCR contains details of your current medication, allergies and relevant medical history. You may withdraw your consent to SCR access at any time, though this may affect the Healthcare Provider (AccessGP)’s ability to provide clinical services to you.

The Services are provided as-is, as set out on the Everwell website, marketing communications, or as described in any telephone or video calls with you. We may change the Services at any time without giving you prior or express notice of any change.

The Services are only available to individuals who are aged 18 years or over, have the capacity to make decisions on their own behalf, and are resident in England, Wales, Scotland or Northern Ireland.

You will not be accepted for treatment if you do not consent to the Healthcare Provider (AccessGP) notifying your registered GP that you are receiving weight loss treatment and medication through the Platform. You must be registered with a GP in the United Kingdom to access the Services. For questions about this requirement, please contact us at hello@joineverwell.com.

You agree not to breach these Terms or any other guidelines that apply to the Services or have been communicated to you by us or breach any laws or regulations.

The Healthcare Provider (AccessGP) does not operate as a GP practice and the Services are not a substitute for NHS primary care. The Healthcare Provider (AccessGP)’s clinicians will recommend that you consult your own GP or a relevant specialist where appropriate. The Services are not intended to replace your relationship with your registered GP or other healthcare professionals.

In order to supply the Services to you, it may be necessary for you to send us certain information, for example after you have completed the Questionnaire and the Doctor requires further information via secure email. In the event of your failure to provide the requested information within a reasonable time period, or if you give false or inaccurate information, we reserve the right to end our contract with you and shall not be responsible for not supplying all of our Services in full or on time.

In the event that updates to the Services are required from a legal or regulatory perspective, or if there are technical issues required for the delivery of our Services, it may be necessary on occasion to suspend the Services. In such circumstances, we will work with you to determine appropriate next steps.

If our supply of the Services is delayed by an event outside our control, we will not be responsible, but will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay.

The monthly price of the Services will be the monthly price indicated at the checkout page of the Everwell Website. We take all reasonable care to ensure the accuracy of the prices communicated. The first order automatically creates a monthly subscription for the Services. Your payment details will be stored securely and you’ll be charged for each month for the Services. If you want to cancel or change your subscription, you can do so at any time. You can manage your subscription from any order confirmation email you have been sent by us, or you can

After the monthly clinical review as set out in clause 17 of the Terms, you will be charged for the Services and the Pharmacy will be sent your prescription at your direction and with your consent. If you want to cancel or change your subscription, you can do so at any time. Your order confirmation emails have links to your order. The Pharmacy will be in touch as outlined in clause 17 of these Terms.

Our Services will be provided on a monthly basis. Components of the Services not availed of by you during the month can not be carried over to the next month. However, if you are continuing to avail of the Services the month following, you will be able to access Services for that month.

Given the nature of the Services, a cooling off period does not apply, and you are required to pay for the Services at each month.

In the event that the Healthcare Provider (AccessGP)’s clinicians determine that treatment is not suitable for you following your initial assessment, we will retain a fee of £40.00 to cover the cost of your clinical consultation. Any remaining balance will be refunded to you within 5–7 working days. We appreciate that this outcome may be disappointing and we will always endeavour to communicate the reasons for this decision clearly.

Refunds will only be paid to the account that made the original payment.

Given the nature of the Services with no physical component, returns are not applicable.

If the quality of the Services does not meet your expectations, please contact us in the first instance at hello@joineverwell.com and a member of the team will be in touch. If your complaint relates to the clinical services provided by the Healthcare Provider (AccessGP), we will direct you to the Healthcare Provider (AccessGP). If your complaint relates to pharmacy services, we will direct you to the Pharmacy. If you remain dissatisfied, you may escalate your complaint to the Care Quality Commission at www.cqc.org.uk (in respect of clinical services) or to the General Pharmaceutical Council at www.pharmacyregulation.org (in respect of pharmacy services).

To the maximum extent permitted by applicable law, Everwell and its employees will not be liable for any indirect or consequential losses, loss of profit, business or revenue arising from your use of the Platform or the Services. Everwell is not liable for the clinical decisions, treatment outcomes or professional conduct of the Healthcare Provider (AccessGP) or its clinicians, or for the dispensing decisions of the Pharmacy. These responsibilities rest with the Healthcare Provider (AccessGP) and the Pharmacy respectively.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.

To the maximum extent allowed by applicable law, you acknowledge that Everwell makes no representations or warranties regarding the treatment, information, advice, or actions that any person using the Services may rely on or follow.

You disclaim any liability arising from services provided by third-party providers, including those that you contract with directly, including but not limited to, the Pharmacy. Any liability will remain with the respective third-party provider and will not, under any circumstances, be considered the responsibility of Everwell.

We are not liable for business losses. We only supply the Services for private, individual use. If you use the Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

The Services do not include or provide for referrals to NHS services or NHS prescriptions, prescribing medications other than those related to weight loss, diagnostic tests, physical examinations requiring access to full medical records, or blood tests. For any such needs you should contact your registered GP.

Everwell’s total liability to you in respect of its platform and facilitation role shall not exceed the total amount paid by you to Everwell for the Services in the three months immediately preceding the event giving rise to the claim. Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation.

If your personal contact details change, please notify us as soon as possible.

You have an ongoing obligation to keep your medical information up to date so that the Healthcare Provider (AccessGP)’s clinicians can assess your continued eligibility and prescribe safely. You must notify us promptly of any change in your medical circumstances, any new medication you are taking, or any other information relevant to your treatment (including if you become pregnant or are breastfeeding). Failure to do so may result in your treatment being paused or discontinued.

We recognise that when you give us personal information (which includes health information) you are trusting us to take good care of it. The Privacy Notice sets out how we handle the personal data you may provide to us during the course of providing the Services and completing the Questionnaire.

We may use sub-contractors to provide all or part of our platform and non-clinical services. The Healthcare Provider (AccessGP) and the Pharmacy are independent third-party providers, not sub-contractors of Everwell, and are each independently responsible for their own regulated activities. References to “Everwell”, “we” or “us” in these Terms refer to Saxonvale UK Limited only and do not include the Healthcare Provider (AccessGP) or the Pharmacy unless expressly stated.

This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

These Terms set out the full details and constitute the entirety of your agreement with Everwell for the Services and supersedes any and all previous agreements, representations and undertakings, whether written or oral. Upon payment to Everwell for the Services, or the commencement of the supply of the Services (whichever happens sooner), you will be deemed to have accepted these Terms. If you do not agree to these Terms, you should not use the Services.

We may change these Terms at any time without providing you with prior or express notice of any such change. You should check these Terms from time to time for any changes. Your continued use of the Services supplied on a monthly basis constitutes your agreement and acceptance to the Terms as may be modified / updated by the changes.

The provisions of these Terms are severable and if any part of the Terms is found to be unenforceable, the other provisions shall remain fully valid and enforceable.

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have non-exclusive jurisdiction to settle any dispute. As a consumer, you retain the benefit of any mandatory consumer protection rights applicable in your home nation within the United Kingdom.