Terms of Sale

1. Introduction

1.1 These terms and conditions (“Terms of Sale”) govern the sale of products through our website, Online Men’s Clinic (https://www.omc.co.uk)  (the “Site”).

1.2 By placing an order via the Site, you confirm that you accept and agree to comply with these Terms of Sale, which should be considered in conjunction with our Terms and Conditions and Privacy Policy.

1.3 Please read these Terms of Sale carefully before ordering. They explain who we are, how we provide products, order processing, your rights, and other essential information.

1.4 If you do not accept these Terms of Sale, you must not place an order or purchase products from the Site.

2. About Us and Contact

2.1 The Site is operated by PharmaRx Ltd (“we”, “us”, “our”), a company incorporated in Scotland, United Kingdom (Company No. SC561117).

2.2 Parent Company Infrastructure

This website is part of the wider PharmaRx Ltd group. While the user interface, content, and services presented here relate specifically to this website, certain operational functions            (including data storage, account management, and clinical systems) are provided and maintained through Cloud Pharmacy’s database. Any personal data processed through this database is handled in accordance with our Privacy Policy and applicable data protection legislation.

2.3 Our registered pharmacy premises are located at:
3 Houston Interchange Business Park, Livingston, West Lothian, EH54 5DW.

2.4 We are registered with and regulated by the General Pharmaceutical Council (GPhC) under Registered Pharmacy Premises Number 9012073.

2.5 You may contact us at:

• Email: support@cloudpharmacy.zendesk.com
• Telephone: 01506 901275

2.6 If we need to contact you, we will do so via the email or contact number you provide when placing your order.

3. Your Information

3.1 When you place an order, we will create an account containing:

• Personal medical details
• Responses to online medical questionnaires
• Documents uploaded to your Health Portal
• Records of treatments, consultations, and prescriptions

3.2 You agree that we may retain your electronic patient records, including personal data and treatment history, for at least two years following your last order or prescription.

3.3 Our Privacy Policy governs how we process your personal data. By ordering from our Site, you consent to this processing and confirm that all information provided is accurate.

4. Your Account

4.1 You are responsible for maintaining the confidentiality of your account credentials and preventing unauthorised access. Contact us immediately if you suspect your account has been compromised.

4.2 You must provide accurate personal details, including name, address, date of birth, email, phone number, and GP details (where applicable). Incorrect information may result in account suspension or cancellation.

4.3 You may not create multiple accounts. We may suspend or cancel accounts suspected of duplication.

4.4 You must be 18 or older and a resident of the United Kingdom to order products. Orders will only be delivered to UK addresses. Use of forwarding services may result in order cancellation.

5. Identity Verification

5.1 Prescription orders are subject to identity verification via our partner, LexisNexis. Failure to pass identity checks will prevent supply of prescription medicines. Treatment data is not shared with third parties during verification.

5.2 If identity cannot be verified automatically, you may be asked to submit a valid photographic ID. IDs are securely stored and required to process your order.

5.3 Accepted Forms of Identification

To verify your identity, we may request one of the following valid photographic IDs:

• Passport (issued by any country)
• Biometric Residence Permit (UK)
• Full or provisional UK photo card driving licence
• Valid PASS card (any ID displaying a PASS hologram)
• Valid Blue Badge

All IDs must be current, legible, and unexpired. Copies provided will be stored securely in accordance with our Privacy Policy and applicable data protection legislation.

6. Ordering and Prescription Process

6.1 After placing your order via our secure payment gateway, we will confirm receipt via email. 

6.2 Payment Links

If your payment cannot be processed through our standard system, we may provide a secure external payment link hosted directly by our partnered payment provider, Mollie, to complete your transaction safely.

Please note: Klarna payments are not accepted via external links.
Manual verification may take 1–2 working days before processing begins. Confirmation will follow successful verification.

6.3 Prescription Medicines

6.3a Online Consultation

You must complete a medical questionnaire truthfully to assess suitability for prescription-only medicines.

6.3a Clinician Assessment

Our clinicians rely on your responses to determine whether treatment is appropriate.

6.3b Queries

If you have questions, contact support@cloudpharmacy.zendesk.com.

6.3c Prescription Approval

All communication with clinicians occurs via our secure platform.
Orders requiring additional information will remain on hold until you respond. Failure to respond within 14 days will result in automatic cancellation and refund.
Approved orders will be confirmed and dispatched according to your chosen delivery method.

6.4 Order Acceptance

We may decline orders for reasons including, but not limited to:

• Clinical assessment results
• Stock unavailability
• Resource limitations
• Errors in product description or price
• Inability to verify identity or age

Orders rejected multiple times or flagged for unusual requests may incur a £10 administrative fee.

6.5 Dispatch Times

Orders approved before 3:30pm (UK time), Mon–Fri, excluding bank holidays, will typically be dispatched same day.
Orders after cut-off or during busy periods may experience longer processing times. Notices on the Site will take precedence.

6.6 Non-Prescription Products

No consultation is required. You will be charged at the time of order. Out-of-stock items will be refunded promptly.

7. Our Service

• Product images are illustrative only.
• All products are subject to availability.
• You must read and follow product instructions. Failure to do so is at your own risk.
• Treatment information is provided in English.
• Discontinue use and seek medical advice if significant side effects occur.
• Prices may change due to medication cost fluctuations; prior orders are unaffected.
• The Site is not for emergencies. Contact your local doctor, pharmacy, or hospital in urgent situations.

8. Payment Methods

• You must provide valid payment details. Orders may be delayed or cancelled if payment is invalid or expired.
• Klarna: By choosing Klarna, you enter a separate agreement with Klarna Bank AB (publ). Approval is subject to Klarna, and we are not responsible for late or missed payments. Refunds are processed under Klarna policies.
• External payment links do not support Klarna payments.

9. Delivery

9.1 Dispatch

Products will only be dispatched after prescription approval.

9.2 Delivery Methods

Standard options
DPD Next Day: Orders approved before 3:30pm will be dispatched the same day and delivered the next working day.

Royal Mail Guaranteed by 3PM: Orders approved before 3:30pm will be dispatched the same day and delivered by 3pm the next working day.

Royal Mail Tracked 24: Orders approved before 3:30pm will be dispatched the same day and delivered within 24 hours. Not a guaranteed service.

Royal Mail Tracked 48: Orders approved before 3:30pm will be dispatched the same day and delivered within 48 hours. Not a guaranteed service

DPD Saturday: Orders approved before 3:30pm on Friday will be dispatched for Saturday delivery.

Free Standard Postage: Standard medication orders over £40 are eligible for free standard postage. Refrigerated medication is excluded from this offer.

Refrigerated medication: handled with cold-chain compliance and next-day dispatch.

DPD Next Day: Orders approved before 3:30pm will be dispatched the same day and delivered the next working day.

Royal Mail Guaranteed by 3PM: Orders approved before 3:30pm will be dispatched the same day and delivered by 3pm the next working day

DPD Saturday: Orders approved before 3:30pm on Friday will be dispatched for Saturday delivery.

Fridge Postage (1–3 Working Day Dispatch): Orders will be dispatched within 1–3 working days after approval. Once dispatched, delivery will be via next-day service, and a dispatch confirmation email will be sent.  

9.3 Failed or Missed Deliveries

9.3a For refrigerated weight-loss medications, you must contact us within two weeks of the original dispatch date to report failed or missed deliveries. Complaints received after this period may not be accepted.

9.3b We are not liable for delivery issues resulting from incorrect addresses or missed deliveries of refrigerated medication.

9.3c Couriers will attempt delivery twice on consecutive working days. If both attempts fail, the order will be returned to us. You are responsible for receiving deliveries; missed deliveries will not qualify for a refund.

9.4 Risk and Tracking

Products are at your risk once dispatched. Tracking will be provided and sent to the email address you provided. Delivery details cannot be changed post-dispatch.

9.5 Delivery Terms

9.5a In some cases, your medication may be dispensed by one of our partner pharmacies. To facilitate dispensing and delivery, necessary information will be shared with them. By placing an order, you consent to this data sharing.

9.5b We only deliver to valid UK residential or workplace addresses. Delivery to collection lockers, parcel pods, or third-party offices is not permitted. Orders without a suitable address will be cancelled and refunded.

9.5c Collection of orders is only possible when arranged via the tracking link provided to you.

9.5d Orders cannot be dispatched outside the United Kingdom or to any person other than the named patient. Breach of this restriction may result in cancellation of the order and/or suspension of your account.

10. Faulty Weight-Loss Pens

If you experience faulty pens with weight-loss injections:

• Contact our Patient Care Team immediately.
• Do not attempt to repair, adjust, or tamper with the pen without explicit instructions from our team.
• Any damage or defects resulting from tampering prior to receiving guidance from our team will invalidate eligibility for support, replacement, or compensation.

11. Cancellations, Refunds, and Returns

• Orders may be cancelled before dispatch.
• Administrative fee (£10) may apply for cancellations close to dispatch:
• Email cancellation requests are subject to a 1–2 working day response time.
  • If your order is shipped within this timeframe, the administrative fee will apply.
  • If we have attempted to contact you for further information and you do not respond, we may cancel your order and apply the administrative fee.
  • If we cancel your order for any other reason, no administrative fee will be charged.
• Returns post-dispatch are not accepted except for defective or incorrect products.
  • If a product is faulty or not as described, we must be notified immediately and the item must be returned.
  • We will examine the returned product to determine whether a refund is appropriate and notify you by email within a reasonable period.
  • We are not responsible for return postage costs, if we find that the product is not faulty.
• Refunds are issued to the original payment method within 28 days where applicable.
• Return postage is the patient’s responsibility unless there has been an error attributable to our dispensing or handling, in which case the costs will be compensated. 
• All returns must be authorised in advance. Products returned without prior confirmation from our Patient Care Team will not be eligible for a refund or replacement. 

12. Changes to Terms

We may update these Terms of Sale at any time. You are responsible for reviewing them periodically.

13. Governing Law

These Terms of Sale are governed by the laws of Scotland. Both parties agree to submit to the non-exclusive jurisdiction of Scottish courts, without affecting statutory consumer rights elsewhere in the UK.