1. Who we are
Valixe is the trading name used for this website and patient platform. In these terms, “we”, “us” and “our” mean the legal operator identified below. “You” means the person using the website or receiving the service.
- Legal operator
- [Valixe Healthcare]
- Company number
- [Awaiting registration]
- Business address
- [Business address for correspondence]
- Contact email
- [support@valixe.com]
- Clinical provider
- [Clinical provider name and applicable registration details]
- Pharmacy
- [Dispensing pharmacy name, address and registration details]
The Valixe care team coordinates accounts, assessments, orders and ongoing support. The reviewing doctor makes clinical and prescription decisions. The pharmacy is responsible for dispensing and dispatching prescribed treatment.
To complete before launch: identify the legal provider of each service and the seller of treatment. Any separate provider terms, fees and responsibilities must be clearly explained before you agree to them or pay.
2. These terms
These terms cover use of the Valixe website and patient account, and the services we provide through them. Please read the terms and the information shown for your assessment or order before proceeding. You can print or save this page for your records.
Any additional terms for a clinical or pharmacy service will be made available before that service is agreed. They do not remove your statutory rights or our responsibility for the services we provide.
General website information explains the service. It is not an individual diagnosis, a prescription or personalised medical advice.
3. Who can use Valixe
The proposed weight-management service is for adults aged 18 or over seeking treatment for themselves. Availability depends on the location and service coverage stated at registration or assessment, and on clinical suitability.
You must not submit an assessment or order medication in another person's name. Do not use the service where the published eligibility or location requirements are not met.
Access to the website or creation of an account does not confirm eligibility for treatment.
4. Your account
You must register with accurate details and verify your email address before using the patient area. Keep your contact details current so we can communicate about your assessment and orders.
- Keep your password confidential and do not share your account.
- Use the account for your own assessments, records and treatment requests.
- Tell us promptly if you suspect someone has accessed your account without permission.
- Check your account for information requests and important updates.
If you cannot sign in, use the password-reset option or contact the care team. Closing an account does not automatically cancel an existing order or require deletion of records that must lawfully be retained.
5. Your assessment
Your assessment gathers information relevant to reviewing your suitability, including your health history, current medication, height, weight, previous treatment and goals.
You must answer honestly and provide complete, up-to-date information to the best of your knowledge. Tell the care team about relevant changes and correct any information you discover is inaccurate.
Choosing a preferred product is a request for review. It is not a prescription or a promise that the product will be supplied. Further information or a consultation may be needed before a decision can be made.
6. Doctor review
The reviewing doctor decides whether treatment is clinically appropriate and whether a prescription can be issued. A doctor may request more information, suggest a different next step or decline treatment.
Registering, completing an assessment, expressing a treatment preference or receiving previous treatment does not guarantee approval. The care team cannot override a doctor's prescribing decision.
You can follow the assessment status and available next steps through your account. Review times vary with the information required and provider availability; no fixed review time is guaranteed unless expressly agreed.
7. Orders and acceptance
Where treatment is approved, review the approved prescription details, quantity, price and delivery information in your account before paying. Tell the care team about any discrepancy before proceeding.
A treatment order is accepted when the identified supplier expressly confirms acceptance of that order. An assessment acknowledgement or payment receipt alone is not confirmation that an item has been dispatched. The supplier and the acceptance step must be identified in the order process.
Clinical and pharmacy checks still apply. If an accepted, paid order cannot be supplied, we will tell you and arrange a refund for the treatment or delivery not provided. An alternative treatment or additional charge requires your agreement and any necessary clinical approval.
8. Prices and payment
The amount payable, currency and any delivery charges or separately charged services will be shown before you confirm payment. Taxes will be included or clearly identified where applicable.
The proposed process is doctor approval first, followed by payment for the approved order. Pharmacy processing follows confirmation of payment.
No additional charge will be added without being disclosed and agreed. If a price error is identified, we will explain it and give you the choice to proceed at the correct price or cancel; we will not simply charge a higher amount.
A repeat-treatment request does not by itself authorise an automatic payment. Any future subscription or recurring-payment arrangement would require separate, clear terms and your express agreement.
If payment fails or appears on your bank account without an order update, contact us with the order reference before paying again. Do not send full card details through patient messages.
9. Pharmacy and delivery
The pharmacy processes approved, paid orders for dispensing and dispatch. Check your delivery address carefully and tell the care team promptly if it needs correcting. A change may not be possible once dispatch has begun.
Available dispatch and tracking updates are shown in your account. Delivery estimates depend on pharmacy processing and carrier arrangements, unless a specific delivery commitment is expressly agreed.
Report missing, damaged, incorrect or delayed deliveries so we can investigate with the pharmacy and carrier. Follow the storage and handling instructions supplied with treatment. Do not send medication back without instructions from the care team or pharmacy.
Where we sell goods to you, they remain at our risk until they come into your physical possession, or that of someone you nominate, except where the law provides otherwise for a carrier you independently commission.
10. Cancellation and refunds
Before pharmacy processing
Contact the care team as soon as you wish to cancel and include your order reference. We will check whether the order can be stopped and explain any applicable charges, cancellation rights and refund. Any separate service fee and its cancellation conditions must have been disclosed before you agreed to that service.
Prescription medicines
The usual statutory 14-day change-of-mind cancellation right does not apply to the supply of medicines under a prescription. This does not remove your rights where treatment is faulty, incorrect, not as described or otherwise supplied in breach of your legal rights.
Once pharmacy processing or dispatch has begun, we must check with the pharmacy whether cancellation is possible. Do not assume an order has been cancelled until this is confirmed. Medication must not be returned without instructions.
Other goods or services
If we offer a separate product or service with a statutory cancellation right, its cancellation period, process and any applicable exceptions will be explained before purchase. Where the law requires an express request to start a service during that period, we will obtain it separately.
Problems with an order
If we cannot supply treatment you have paid for, or there is a problem with the goods or service, contact us. We will arrange the remedy required by law, which may include a refund, replacement or other appropriate action. Your statutory rights are not subject to a blanket “no refunds” rule.
Refunds will be made to the original payment method where possible, within the applicable legal deadline. We will confirm the amount and reason for the refund.
To complete before launch: agree the operational cancellation process, any separately charged service fees and pharmacy return arrangements, and display the applicable conditions before checkout.
11. Aftercare and repeat treatment
Your account provides weight tracking, progress-photo uploads, private messages and aftercare requests. These tools help you share information and stay connected to the care team; recording progress does not automatically trigger a clinical review.
The care team coordinates aftercare and involves a doctor when clinical input is needed. A repeat-treatment request may require updated health information and is subject to review and approval.
A previous prescription does not guarantee another prescription, the same product or the same dose. Messages and requests are reviewed through the service's support arrangements; they are not continuously monitored emergency channels.
12. Treatment responsibilities
Follow the directions given by your prescriber and pharmacist and the information supplied with medication. Do not share prescribed treatment with anyone else or change treatment without appropriate clinical advice.
Tell the care team about relevant health changes, new medication or treatment concerns so they can be referred for clinical input where necessary.
Valixe is not an emergency service. For urgent medical concerns, use an appropriate urgent or emergency healthcare service rather than waiting for an account message.
Treatment outcomes vary. We do not promise a specific amount of weight loss, a particular timescale or a guaranteed result.
13. Information and photos
Our Privacy Policy explains how personal information, health information, messages and photos are handled, including the purposes of processing, relevant providers, retention and your rights. These terms do not replace that policy or authorise unrelated use of your data.
Upload only information and images you are entitled to provide. Progress photos belong in your private patient account and are not a public website gallery.
Uploading a photo for your care does not give us permission to use it in marketing. Any proposed testimonial or marketing use would need a separate, specific permission.
Requests about records or account deletion will be considered in accordance with applicable law. Certain records may need to be retained even after an account closes.
14. Website use
You may use the website and patient account for personal access to the service. You may save copies of these terms and your own records.
You must not attempt unauthorised access, interfere with the platform, upload malicious content, impersonate another person or use the service for unlawful purposes. Communicate respectfully with staff and providers.
Website branding and content remain the property of their respective owners. A link to another website does not make us responsible for its content or services, but it does not remove responsibilities we have for our own service.
15. Availability and account suspension
We aim to keep the platform available, but maintenance, technical faults or circumstances outside our reasonable control may interrupt access. We will take reasonable steps to restore access and provide an alternative contact route where needed.
We may restrict access where reasonably necessary to protect patients, investigate suspected misuse or comply with legal obligations. We will explain the reason and available next steps where we lawfully can.
A restriction does not automatically remove your rights to existing orders, refunds or records. We will address outstanding care and order arrangements appropriately rather than using suspension to avoid our obligations.
16. Our responsibilities
We are responsible for providing our services with reasonable care and skill and for meeting the obligations that apply to us. Identifying the roles of a doctor or pharmacy does not remove any responsibility we have for the service we provide or arrange.
We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. Loss is foreseeable if it was obvious it would happen or if both you and we knew it might happen when the contract was made.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any responsibility that cannot lawfully be excluded or limited. Nothing restricts your statutory consumer rights.
17. Questions and complaints
Contact the care team through your patient account or our contact page. Include your assessment or order reference and explain what has happened and how you would like it resolved.
We will investigate complaints about our service and coordinate with the doctor or pharmacy where their involvement is needed. Provider-specific complaints and any applicable escalation route will be explained with the relevant provider's details.
Making a complaint does not affect your statutory rights or prevent you from seeking an available external remedy.
18. Changes to these terms
We may update these terms to reflect changes to the service or legal requirements. Each version will show its date. Material changes affecting ongoing services will be communicated with reasonable notice and any choices required by law.
We will not use an update to retrospectively alter the price or agreed terms of an accepted order without your agreement, except where a change is required by law. The applicable version should be supplied with your order confirmation in a form you can retain.
19. Law and your rights
These draft terms propose the law of England and Wales as the governing law. If you are a consumer, you retain any mandatory protections available under the law of your country of residence where applicable.
You may bring proceedings in courts available to you under applicable consumer law. These terms do not require a consumer in Scotland or Northern Ireland to give up an applicable right to use their local courts.
If a provision is found unlawful or unenforceable, the remaining provisions continue to apply so far as they can lawfully do so. A failure to enforce a provision immediately does not remove either party's rights.