Terms Of Sale

Last Updated: 27 October 2025

Introduction

The Envigore Limited website is owned and operated by Envigore Limited, a company incorporated in Scotland with company number 812986 and registered office at 23 Melville Street, EH3 7PE, Edinburgh.

 

These Terms of Sale as well as those additional terms and conditions and policies referenced herein and/or available by hyperlink affect your legal rights and obligations so please read them carefully. You agree to be bound by these Terms of Sale when you purchase products or services from us. If you do not agree to be bound by these Terms of Sale, do not purchase products or services from us.

 

We’re at your disposal if you need any help or have any questions regarding our website. Simply drop an email to our customer support team enquiries@envigore.com.

We reserve the right to update, change, or replace these Terms of Sale from time to time at our discretion. If we do so, the updated version will be effective as soon as it is accessible. You are responsible for regularly reviewing these Terms of Sale so that you are aware of any changes to them. We recommend that customers review these Terms of Sale before each order is place so that you are aware of any changes to them. Your continued use of our products and/or services following the posting of any changes constitutes acceptance of those changes.

Other Applicable Terms

Should familiarise yourself with our Terms of Use, Privacy Policy and GDPR Compliance, which also applies to your use of our Site and sets out the terms on which we handle the data we collect from you as well as the data you provide to us.

Compliance

As a wholly online healthcare provider, we have to comply with a series of regulatory requirements, including the National Health Service (Scotland) Act 1978. Our clinicians are all registered and regulated by relevant UK regulators including but not limited to the General Medical Council, and the Nursing and Midwifery Council. 

 

We use pharmacies registered with the General Pharmaceutical Council (GPhC) to carry out dispensing on our behalf, registration number 9012382.

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 because of using our website, downloading any material posted on it, or using/downloading content from any website linked to it.

Verification of Identity

Once a member of our clinician team has approved our prescription medication, we will be required to verify your identity. This is completed using our verification partner: LexisNexis – please view their privacy policy here. Our verification partner will match your data to a database of public resources to determine whether the information you have provided us is indeed correct. The data we pass on to our verification partner are the following:

  • First name and last name.
  • Date of birth.
  • Address.

Should we be unable to verify your identity in this way, you will be sent an email requesting you to provide us with a copy of your passport, driver’s licence, birth certificate or residence permit. These are all securely stored with Envigore and are required to process your order if the verification carried out by our verification partner fails.

 

On occasion, we may also need to verify your address. To do this, we will request that you provide proof of address in the form of a bank statement or utility bill, which is not older than 3-months. This data will be passed on to our verification partner. Our verification partner will match your data to a database of public resources to determine whether the information you have provided us is indeed correct.

Online Consultation Form

Some of our products and services require you to complete an online consultation form (this includes a short questionnaire about your health and wellbeing that you take before receiving treatment) as well as attending a virtual online consultation. You must complete the online consultation form truthfully and to the best of your knowledge. The online consultation form should be completed by you, for you. It is very important that if you are unsure of an answer, you check it with your regular healthcare provider, eg GP. We and our partners, including our prescribers, will rely on your responses for the purposes of medical assessment and to determine if the treatment is suitable for you.

 

If you don’t understand something in the questionnaire, please contact us and we’ll give you any information you need, enquiries@envigore.com. We are also required to inform your GP about any treatment and medication we supply. We will request your GP’s contact information during the online consultation process. 

Virtual Consultations 

You can book a virtual consultation at a date and time that suits you. We shall send you an email to confirm the date and time chosen. If you are unable to make the consultation, you can cancel. To cancel your consultation, please click the link in the email that we send you on acceptance of your booking and follow the prompts. For a variety of reasons, the clinician / nurse / pharmacist / coach / representative might need to cancel or postpone your consultation. If they do so and you are unable to arrange an alternative time or date that suits you, then we shall refund you any fee paid.

 

Your clinician / nurse / pharmacist / coach / representative will call you at the time and date selected. Please select a quiet and appropriate location for the consultation to take place. We shall not be liable for any medical information we are unable to communicate to you if you are unable to access the consultation for any reason within your control, including your failure to use appropriate equipment or insufficient bandwidth and we shall not be required to refund you in in such circumstances. However, if anything occurs that prevents the clinician/nurse/pharmacist/coach/representative from contacting you, we shall use reasonable efforts to work with you and the clinician/nurse/pharmacist/coach/representative to rearrange the consultation for another time and date.

 

We are not liable for the acts or omissions of the clinician / nurse / pharmacist / coach / representative during the consultation or otherwise.

Registration

By signing up with Envigore Limited you are creating an electronic patient record within our system which will contain the following information:

  • A record of these Terms of Sale and the Privacy Policy which you accepted.
  • Your personal details.
  • Your Gp’s details.
  • Your treatments, consultations, and other medical history.

You acknowledge and agree that we may archive your electronic patient records including your personal information and treatments for a minimum of 8 years following your last order or prescription. If there are any changes in your medical condition (new diagnosis, new medication, etc.) you are required to email enquiries@envigore.com to let us know. Any updates in your medical situation could affect your suitability for treatment.

 

You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account. Please contact us if you believe that someone has accessed your account without your permission. Please do not register more than one account with Envigore and be sure to give us your correct name, address, date of birth, email, and telephone number. Failure to do so may result in cancellation of your account. 

Purchasing our Products 

You must be at least 18 years of age to make any purchases on Envigore and you must be a resident in the United Kingdom (England, Wales, Scotland, and Northern Ireland). We deliver products only to addresses in the United Kingdom. We reserve the right to cancel your order if you are using an address forwarding service. This is to ensure that we are restricting access to our services in geographies outside of the United Kingdom. 

Non-Prescription Medication

If you order a product that is a non-prescription medicine, you may still need to take an online consultation. In some cases, you may not need to take an online consultation and you will be charged for the product after placing your order. All products are subject to availability. We will inform you as soon as possible if the products ordered are not available and we will refund you all sums paid.

Prescription Medication 

At the end of the online consultation, you may be given the option to show a preference for a treatment option. Our clinical team and licensed prescribers need to know about your condition, any medication you may currently be using, potential allergies, and anything else that can help them assess whether the treatment you’ve selected is the right one for you. A member of our clinical team will review your responses and assess your suitability for treatment. We may contact you via email for additional information if necessary. If you fail to respond to a request for more information, we may reject your request for a treatment. We aim to process your request within 24 hours (Monday to Friday, excluding Scottish bank holidays and weekends). If we decide that your selected treatment is not suitable for you, we will reject your prescription and you will be notified via email. You will also be informed of the reasons for this rejection and a suitable alternative may be recommended.

 

Please note, if your request for treatment is rejected, you will not be charged. We only charge for approved prescriptions. If we determine you are suitable for treatment, a prescription will be issued in your name. You will be charged for this prescription and your first prescription delivery will be passed on to our partner pharmacy.

 

Please note that professional codes of conduct and legal restrictions may limit the quantity and frequency of any product we and/or our partner pharmacy are permitted to supply to you. Please note that for safety reasons, we do not accept returns of prescription medicines. In order to cancel your order:

  • If this is your first order and your prescription has not been processed yet, please email enquiries@envigore.com and we will be able to instruct our clinical team to reject your order. You will not be charged.
  • You may only return prescription medicine to us in the event that we have made a mistake in fulfilling your order or your order is not as described, or is damaged or faulty in some way.

We suggest you read our Cancellation and Refund Policy for more information.

Repeat prescriptions 

Prescriptions may be issued on a repeat basis for those patients signed up to a subscription or maintenance program. The exact number of your repeat allowance is entirely dependent on our clinician’s medical assessment of your online consultation. Your repeat prescription will expire in the two following cases, whichever comes first:

  • After you have exhausted all of your repeats, or
  • After the duration of your prescription has expired. For example, a prescription for 6 repeats expires 6 months after it is issued, and a prescription for 3 repeats expires 3 months after it is issued.

You will receive an email before your prescription expires to inform you of this. It will also include information on what steps to take in order to renew it. You can cancel or pause your prescription indefinitely at any time by contacting customer services at enquiries@envigore.com. 

 

Alternatively, you can go to your Envigore account, select your order under the “treatments” tab, and turn off automatic refills yourself. Once you have paused or cancelled your subscription, you will no longer receive (or be charged for) automatically recurring prescriptions. However, please note that payment is taken 48 hours before your order is due to be sent out.

 

If your medication has already been dispensed, we will be unable to issue you a refund. Please note that we cannot dispense more medication than permitted on your prescription. You will therefore not usually be able to get more than one repeat every 30 days, unless it is clinically indicated and prescribed by one of our clinicians Where possible, we will aim to align your billing and prescription frequency.  Please note that any changes to your prescription frequency is subject to our clinician’s medical assessment.

 

We reserve the right to cancel your subscription and not supply you with any further medication or products if you notify us of any significant side effects or adverse change in your medical condition, and we shall cancel your subscription if you inform us that you do not wish to receive further medication. 

Product Delivery 

All of our orders require a signature on delivery and the medication needs to be placed in the fridge as soon as possible. If nobody is available to sign for your order it will be taken back to your nearest delivery office. We pack your order in such a way to ensure the cold chain (medication remaining between the temperature of 2°C–8°C) exists for up to 48hrs, therefore it is the patient’s responsibility to collect this within this time frame.It is your responsibility to ensure that nobody else can access the products delivered to you. Therefore, please be very careful if children or animals form part of your household.

 

There may be instances where your delivery is delayed due to circumstances out of our control. We cannot assume responsibility for these delays, but we will do everything we can to ensure that the best service is provided to you. If your delivery has been delayed by more than 7 days, please contact us and we will issue a redelivery for your product/s free of charge. If your delivery has been delayed being dispatched by one of our providers for any reason, you are entitled to request to cancel the delivery and receive a full refund. 

Cancellation and Refunds

Please note that for safety reasons, we do not accept returns of medical products, including prescription or non-prescription medicine. If you have unwanted medicine please take it to a local pharmacy for safe disposal. You can cancel your order for prescription treatment up until the point it has been approved by a prescriber. For orders relating to non-medical products, you have 14 days to change your mind about the products beginning after the day you receive the products, unless they are split into several deliveries over different days.

 

In this case you have until 14 days after the day you receive the last delivery to change your mind about the products. This excludes sealed products which are not suitable for return due to health or hygiene reasons (unless these items were damaged or faulty when delivered to you or have been incorrectly delivered). If the product, including medical products, is damaged or defective, or the wrong treatment has been sent please let us know and we will either replace the product, or refund you the amount paid by you for the product in question.

 

You must return the product to us in accordance with our reasonable request as soon as possible after informing us that the product is damaged or defective. We are happy to accept requests for refunds for any products that are damaged, defective or have been issued in error, for up to 1 month after you received your item. If you are entitled to a refund, the price paid for the product will be refunded to you by the same method that you used to pay. Refunds will be made once the matter is settled between our customer care team and yourself. You should expect your refund to reach your bank within 4-5 working days of it being issued.

 

If our delivery provider returns your parcel to us for any reason, we will keep it for you for 4 weeks and contact you about rescheduling delivery free of charge. If you do not reply to our attempts to get in touch with you within that 4-week timeframe, we are required to destroy the medication. For more information on our cancellation, returns and refund procedures please consult our policy here.

Cancellation by Us

We may cancel your order if:

  • We have insufficient stock to deliver the products you have ordered.
  • We do not deliver to your delivery address.
  • We cannot obtain authorisation for your payment.
  • We cannot verify your identity and you have ordered a prescription-only medicine.
  • We cannot verify that you are aged 18 or over.
  • One or more of the products you ordered was listed at an incorrect price due to an error in typing or an error in the pricing information received by us from our suppliers.

If we do cancel your order, we will notify you by email and will refund you all sums paid within 30 days. We will not be obliged to offer any additional compensation for any disappointment suffered. 

Use of Products

All customers are responsible for checking that the medicine prescribed by us is the correct medication and that the product is not damaged in any way. Do not consume any medicine which is not the medicine prescribed specifically for you or which is damaged on arrival. Instead you should contact us and we shall resupply or refund you as set out above. All product information is for educational purposes and we make no assurances or guarantees as to its completeness, accuracy, or whether it is up to date. All customers are strongly urged to 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. Please always make sure that only you have access to your medicines.

 

In the event of a medical emergency, call your doctor or 999 immediately.

Lodge a Complaint

To lodge a formal complaint please see our Make a Complaint page.

General

If any provision of these Terms of Sale is held by a court of competent jurisdiction to be invalid or unenforceable, then such provision shall be construed, as nearly as possible, to reflect the intentions of the parties and all other provisions shall remain in full force and effect. Our failure to exercise or enforce any right or provision of these Terms of Sale shall not constitute a waiver of such right or provision. These Terms of Sale, the subject matter and formation, are governed by English law. You and we both agree that the courts of Scotland will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of England or Wales, you may also bring proceedings in England or Wales. 

Changes to our services, products, and prices 

Prices for our products and services are subject to change without notice.  We reserve the right at any time to modify or discontinue any of our products and/or services without notice.  We are not liable to you or any third party for any modification, price change, suspension, or discontinuation of our products and/or services.

Referral Scheme 

Refer a new patient (“New Patient”) to the Envigore Weight Loss Programme (“Programme”) and you (“you”, “your” or “Referrer”) could each save on your next Programme payment (“Referral Scheme”) subject to the following terms and conditions:

  • You must be an existing patient of the Programme at the time of referring a New Patient to the Programme and you must be an existing patient of the Programme at the time the New Patient is accepted to the Programme;
  • You must invite a New Patient to the Programme using the referral link (“Referral Link”) shared with you via your Envigore website account and Envigore email account. The Referral Link must only be used by you for the purposes of the Referral Scheme and must only be shared with a New Patient;
  • The New Patient must be 18+ and reside in the United Kingdom;
  • The New Patient must be accepted to the Programme following a clinical assessment by an Envigore clinician;
  • The New Patient cannot be an existing or previous patient of the Programme;
  • You can refer an unlimited number of New Patients to the Programme. However, the Referral Scheme payment is only redeemable once per New Patient referred;
  • The Referral Scheme cannot be used in conjunction with any other offer; and
  • The Referral Scheme is valid from 01 March 2025 and may be withdrawn at any time.

If the above terms and conditions are satisfied, then the agreed compensation (loyaty points) will be discounted automatically from the New Patient’s first Programme payment and the same value will be discounted automatically from the Referrer’s next immediate Programme payment. Kindly note that referral discounts cannot be used in conjunction with another other discount or promotion.

Promotional Offers and Discount Terms

General Promotional Terms

All promotional offers, discounts, and special pricing are provided at the sole discretion of Envigore Limited and are subject to the terms and conditions set out below. We reserve the right to modify, suspend, or terminate any promotional offer at any time without prior notice.

Loyalty Programme Terms

Legacy Promotional Offer

25% Off For Life Discount: The “25% Off For Life” promotional discount offer was available for new customer registration and first purchases completed between 01st March 2025 and 30th June 2025 at 23:59 GMT (“Qualification Period”). Any marketing communications (including but not limited to emails, SMS messages, social media posts, or advertisements) that may have been distributed after 30th June 2025 at 23:59 GMT referencing this promotional offer were sent in error and do not constitute a valid offer. Such communications do not extend the validity period of the promotional offer, regardless of whether they contained terms and conditions or expiry date information.

Product Scope Limitation

The 25% Off For Life discount applies exclusively to:

  • Mounjaro (tirzepatide) weight loss injection pens, one pen per order.
  • Wegovy (semaglutide) weight loss injection pens, one pen per order.

This discount does not apply to

  • any other products, services, consultations, delivery fees.
  • any future product lines that may be introduced to our service offering.
  • any specially designed weight loss maintenance programs, or discounted bundle/subscription

Ongoing Loyalty Programme Benefits

Customers who qualified for the “25% Off For Life” promotion during the Qualification Period are enrolled in our ongoing Loyalty Programme and will continue to receive preferential pricing and benefits for the specified weight loss injection products. However, the specific discount structure and benefits may be modified from time to time to ensure:

  • The sustainability of our service.
  • Compliance with regulatory requirements.
  • Enhancement of customer value through additional benefits.

Programme Flexibility and Customer Protection

  • Minimum Benefit Guarantee: Any modifications to loyalty benefits will ensure that the total value received by loyalty members for Mounjaro and Wegovy purchases remains equivalent to or greater than the original 25% discount benefit.
  • Advance Notice: Loyalty members will receive at least 30 days’ written notice of any changes to their benefits structure.
  • Grandfathering Period: Existing loyalty members will have their current discount honoured for any orders of Mounjaro or Wegovy placed within 30 days of notification of changes.
  • Alternative Value Options: Where discount percentages are modified, equivalent value may be provided through:
    • Enhanced services (priority consultations, extended support).
    • Additional products or services at no extra cost.
    • Loyalty credits or points applicable to qualifying products, or tasks.
    • Combination of reduced discount with added-value services.

Lifetime Commitment Clarification

The “for life” commitment means that eligible customers will maintain their preferential status in our loyalty programme regardless of:

  • Periods of non-use or account inactivity.
  • Temporary discontinuation and later resumption of services.
  • Changes to our service offerings or pricing structure.

This commitment is subject to:

  • Continued compliance with our terms of service.
  • The customer maintaining their account in good standing.
  • The customer not being declined for medication by our prescriber.
  • Our ability to continue operating our services.

Programme Modification Rights

We reserve the right to modify the loyalty programme structure to:

  • Ensure business sustainability and regulatory compliance.
  • Enhance overall customer value and experience.
  • Adapt to changes in healthcare regulations or supply costs.
  • Maintain competitive market positioning.

Customer Communication

Any modifications to loyalty benefits will be communicated via:

  • Email notification to registered addresses.
  • Website announcements.
  • Where significant changes occur, direct customer service contact.

Promotional Offer Validity and Limitations

  • All promotional offers are time-limited and expire at the date and time specified in the original offer terms.
  • Promotional offers cannot be applied retroactively to orders placed after the expiry date.
  • We are not obligated to honour promotional pricing referenced in marketing communications sent after an offer’s expiry date.
  • No promotional offer may be combined with any other offer, discount, or promotional pricing unless expressly stated.
  • We reserve the right to verify eligibility for any promotional offer and may refuse to apply promotional pricing where eligibility cannot be confirmed.

Promotional Code and Discount Administration

  • Promotional codes and discounts are non-transferable and may only be used by the intended recipient.
  • We reserve the right to limit the number of times a promotional offer may be used per customer.
  • Technical errors in promotional code functionality do not entitle customers to promotional pricing.
  • We are not liable for any inconvenience or disappointment caused by expired or unavailable promotional offers.

Services

Menopause Coaching Service

  • Nature of Service
    The Envigore Menopause Coaching Service (“Service”) provides general lifestyle, wellbeing, and educational advice related to menopause and women’s health. Sessions are designed to offer guidance, support, and information based on clinical knowledge and current medical evidence.
    This service does not include prescriptions, medical diagnoses, or the issuing of treatment plans requiring regulated clinical approval. It is not a substitute for consultation with a licensed UK medical practitioner or specialist. Patients are encouraged to discuss any medical decisions with their GP or healthcare provider.

  • Practitioner Information
    Coaching sessions are provided by qualified medical professionals, such as General Practitioners registered outside the UK, or healthcare professionals with relevant experience. These sessions are intended for coaching and educational purposes only and do not constitute regulated medical care under UK law.

  • Cancellations and Rescheduling
    Cancellations or rescheduling requests must be made at least 24 hours before the scheduled appointment time. Cancellations received with less than 24 hours’ notice may not be eligible for a refund, except in exceptional circumstances (e.g. medical emergencies or unforeseen events). Envigore reserves the right to determine eligibility for refunds on a case-by-case basis.

  • Session Conduct and Confidentiality
    Patients are expected to attend on time and in a suitable private environment to ensure confidentiality and effectiveness. All personal information shared during the session and through the pre-session questionnaire will be handled securely in accordance with our Privacy Policy and GDPR Compliance.

  • No Guarantee of Results
    Individual experiences and outcomes from coaching sessions may vary depending on each patient’s health status, lifestyle, and adherence to recommendations. Envigore does not guarantee any specific health results, outcomes, or symptom relief arising from participation in this service.

  • Liability and Limitations
    While our practitioners aim to provide accurate, evidence-based information, Envigore accepts no liability for medical outcomes resulting from reliance on advice provided during counselling sessions. Participation in this service implies acceptance that the session is advisory and educational in nature.

  • Right to Amend or Reassign
    Envigore reserves the right to reschedule sessions, change assigned counsellors, or modify service terms when necessary to ensure service quality and availability.

Hypnotherapy Services

    • Nature of Service The Envigore Hypnotherapy Service (“Service”) provides therapeutic support using hypnotherapy and integrative counselling techniques to assist with behavioural change, stress management, weight loss support, men’s health, ADHD, and general wellbeing. Sessions are designed to offer guidance, support, and therapeutic intervention based on professional training and current evidence-based practice. This service does not include medical prescriptions, clinical diagnoses, or the treatment of severe mental health conditions, neurological disorders, or acute psychiatric illnesses. It is not a substitute for consultation with a licensed UK medical practitioner, psychiatrist, or clinical psychologist. Patients are encouraged to discuss any medical or mental health concerns with their GP or appropriate healthcare provider.
    • Practitioner Information Hypnotherapy sessions are provided by qualified integrative counsellors registered with the British Association for Counselling and Psychotherapists (BACP) and holding relevant certifications in hypnotherapy, counselling skills, and specialist areas including ADHD and complex needs. All sessions are conducted virtually and are intended for therapeutic and supportive purposes. Practitioners operate under professional supervision in accordance with BACP ethical guidelines.
    • Contraindications and Exclusions Hypnotherapy may not be suitable for individuals with certain conditions, including but not limited to: active psychosis, severe depression, epilepsy, personality disorders, or other serious mental health conditions. Patients are required to disclose any relevant medical or psychological conditions during the booking process. Envigore reserves the right to decline service or recommend alternative support where hypnotherapy is deemed clinically inappropriate. Sessions are only available to individuals aged 18 and over.
    • Service Flexibility This service may be accessed as a standalone therapeutic intervention or as a complementary support alongside Envigore’s weight management medication services. Patients may book sessions on an as-needed basis with no minimum or maximum session requirements. Patients who wish to discontinue medication in favour of hypnotherapy alone should discuss this decision with their prescribing clinician.
    • Cancellations and Rescheduling Cancellations or rescheduling requests must be made at least 24 hours before the scheduled appointment time. Cancellations received with less than 24 hours’ notice may not be eligible for a refund, except in exceptional circumstances (e.g., medical emergencies or unforeseen events). Envigore reserves the right to determine eligibility for refunds on a case-by-case basis.
    • Session Conduct and Confidentiality Patients are expected to attend sessions on time and in a suitable private environment to ensure confidentiality and therapeutic effectiveness. All sessions are conducted via secure video consultation. All personal information shared during sessions and through pre-session questionnaires will be handled securely in accordance with our Privacy Policy, GDPR compliance, and BACP ethical framework. Communication with practitioners will be via the dedicated email address: hypnotherapy@envigore.com.
    • No Guarantee of Results Individual experiences and outcomes from hypnotherapy sessions vary significantly depending on each patient’s personal circumstances, commitment to the therapeutic process, and complexity of presenting issues. Envigore does not guarantee any specific therapeutic outcomes, behavioural changes, or symptom relief arising from participation in this service.
    • Liability and Limitations While our practitioners aim to provide professional, ethical, and evidence-informed therapeutic support, Envigore accepts no liability for outcomes resulting from participation in hypnotherapy sessions. Participation in this service implies acceptance that hypnotherapy is a therapeutic intervention that requires active patient engagement and may not be effective for all individuals or all conditions.
    • Right to Amend or Reassign Envigore reserves the right to reschedule sessions, change assigned practitioners, or modify service terms when necessary to ensure service quality and availability.

 

Disclaimer

The availability and terms of promotional offers and loyalty benefits are subject to change in accordance with the notice periods specified above. Customers are advised to check the current validity of any promotional offer before placing an order. These promotional terms form part of our Terms of Sale and are governed by the same legal framework as set out in our general terms and conditions.

Contact Us

If you have any questions about these Terms and Conditions, please contact us at enquiries@envigore.com.