Terms of Sale & Service

Terms governing the sale of products, medicines and provision of healthcare services through Totiva Health.

Effective 26 May 2026 · Version v1

1. Introduction

These Terms of Sale and Service govern the sale of products and medicines and the provision of services through the Totiva Health website, owned and operated by ZapMeds Limited (trading as Totiva Health), a company registered in England and Wales with company number 16665533, with its registered office at 17 Beresford Way, Chesterfield, United Kingdom, S41 9FG.

Totiva Health is a UK online pharmacy registered with the General Pharmaceutical Council. Our GPhC registration number is 9012997.

These Terms of Sale and Service should be read alongside our Terms and Conditions of Use, Privacy Policy (including our Cookie Policy), our Delivery and Returns Policy, and any other policies or notices shown on our website. Together, these documents form the agreement between you and ZapMeds Limited (t/a Totiva Health) regarding your purchase of products, medicines and services from our website.

Please read these Terms of Sale and Service carefully before ordering any products, medicines or services. By placing an order, submitting a consultation, booking an appointment, or otherwise using our services, you confirm your acceptance of these terms and all other terms referenced herein. If you do not agree with any part of these terms, you should not place an order through our website or otherwise use our services.

For assistance or queries about our products, services, consultations, orders or delivery, please contact our customer support team by email at hello@totiva.co.uk or by telephone on +44 (0) 20 3535 8993.

We may update these Terms of Sale and Service from time to time. Any changes will be effective when posted on our website. Your continued use of our website or services after such changes constitutes acceptance of the revised terms.

2. Ordering Products and Services

2.1 Our website allows you to place orders for prescription medicines, non-prescription products and healthcare services provided by Totiva Health. Prescription medicines are subject to clinical assessment and approval by an appropriately qualified prescriber. All orders are subject to acceptance by us, and we reserve the right to decline any order at our discretion.

2.2 To place an order, you must:

  • Be at least 18 years of age;

  • Register for an account or provide the required order details through our website;

  • Provide accurate personal, medical, delivery and payment information;

  • Complete all required medical questionnaires truthfully and fully;

  • Provide valid identification where requested;

  • Attend any required consultation, including video consultation where applicable;

  • Confirm that the products, medicines or services are for your own personal use only.

2.3 For prescription medicines and healthcare services, your order will be reviewed by an appropriately qualified healthcare professional. They will decide whether the requested treatment or service is suitable for you based on the information you provide, any identification checks, consultation notes, clinical guidelines, safety considerations and professional judgment.

2.4 When placing an order, you confirm that all information provided is accurate, complete and not misleading. Providing false, incomplete or misleading information may result in your order being declined or cancelled and could have serious health implications for which we cannot bear responsibility.

2.5 After submitting an order or consultation, you may receive an acknowledgement email. This confirms that we have received your request but does not mean that your order has been accepted or that treatment will be supplied.

2.6 For prescription medicines and healthcare services, your order will only be accepted once the relevant healthcare professional has approved your request and, where applicable, issued a prescription. For non-prescription products, your order will usually be accepted when we send an order confirmation or dispatch confirmation.

2.7 If we cannot accept your order, we will inform you as soon as reasonably possible. Where applicable, no payment will be taken, or any payment already taken will be refunded. Reasons for non-acceptance may include (but are not limited to):

  • The product is out of stock;

  • We cannot authorise your payment;

  • We suspect fraudulent activity;

  • We are unable to verify your identity;

  • You do not complete a required consultation or assessment;

  • You provide incomplete, inaccurate or misleading information;

  • We identify an error in the price or description;

  • The prescriber determines that the product or service is not clinically suitable for you;

  • You do not meet the eligibility criteria for the product or service;

  • We are unable to provide the requested service at the time requested.

3. Products, Services and Availability

3.1 All products, medicines and services shown on our website are subject to availability. We will inform you as soon as reasonably possible if a product, medicine or service you have requested is unavailable.

3.2 Product images on our website are for illustrative purposes only. The actual product, packaging, manufacturer, brand appearance or presentation may vary from the image displayed.

3.3 We take reasonable care to ensure that product and service descriptions are accurate. However, we do not guarantee that all descriptions are complete, current, reliable or error-free.

3.4 We reserve the right to limit the quantities of certain products or medicines that may be supplied, particularly where clinical guidelines, patient safety, regulatory requirements, stock availability or professional judgment require this.

3.5 For certain prescription medicines and healthcare services, we may require additional information, identification, photographs, liveness, medical evidence, GP/doctor details, video consultation, blood test information or other supporting information before a decision can be made.

3.6 Services provided through our website may include:

  • Online health questionnaires;

  • Remote clinical assessments;

  • Video consultations where required;

  • Private prescriptions where clinically appropriate;

  • Dispensing and supply of medicines through our registered pharmacy;

  • Ongoing treatment reviews for repeat orders;

  • General support relating to your order, medicine, delivery or treatment journey.

3.7 Clinical decisions, including whether to prescribe medication, change a dose, refuse treatment, request further information or recommend an alternative course of action, are made by appropriately qualified healthcare professionals using their professional judgment.

3.8 We reserve the right to update our prices, products, services, treatment pathways, eligibility criteria and consultation requirements from time to time.

4. Prescription Medicines and Healthcare Services

4.1 Prescription medicines can only be supplied with a valid prescription issued by an appropriately qualified prescriber or, where applicable, an external qualified prescriber whose prescription is accepted by us.

4.2 To request prescription medicines or healthcare services through our website, you must complete the relevant online questionnaire and provide any additional information requested. This information is used to assess your suitability for treatment.

4.3 Your responses and any supporting information will be reviewed by an appropriately qualified healthcare professional. Based on their clinical assessment, they may:

  • Approve your request and issue a private prescription;

  • Request further information before making a decision;

  • Invite you to attend a video consultation;

  • Recommend an alternative treatment, dose or course of action for you;

  • Advise you to contact your GP, NHS 111, emergency services or another healthcare provider;

  • Decline your request if they determine that the treatment or service is not clinically appropriate for you.

4.4 The final decision on whether to prescribe medication or provide treatment rests solely with the relevant healthcare professional. We are not obliged to supply a medicine simply because you have requested it or because you have used it previously.

4.5 For your safety, we may limit the quantity of prescription medicine supplied and may require regular follow-up consultations, repeat questionnaires, identity checks, weight updates, photographs, blood pressure readings, blood tests or other monitoring before issuing further treatment.

4.6 You must tell us about any changes to your health, weight, medical conditions, allergies, pregnancy status, breastfeeding status, medication, side effects or other relevant information between orders. This may affect whether a treatment remains suitable for you and we cannot bear any responsibility for your failure to inform us.

4.7 Prescription medicines will be dispensed in accordance with applicable UK pharmacy regulations. Medicines will be supplied with appropriate labelling and patient information leaflets where applicable.

4.8 You must read the patient information leaflet supplied with your medicine before using it. You must follow the dosage instructions and any clinical advice provided by the prescriber or pharmacy team. You must not exceed the prescribed dose or use the medicine in a way that has not been advised and we bear no responsibility for your use of any medicine in a way which does not follow the advice given.

4.9 You must not share prescription medicines with anyone else. Medicines supplied through Totiva Health are for your own personal use only and we bear no responsibility for the consequences of any medicines sharing.

4.10 If you experience side effects, feel unwell, or have any concerns about your treatment, you should contact us, your GP, NHS 111 or emergency services depending on the severity of your symptoms. In a medical emergency, call 999 immediately.

4.11 Where appropriate, we may inform your GP/doctor or recommend that you update your GP/doctor about treatment supplied through Totiva Health. You are responsible for providing accurate GP/doctor details where requested.

5. Off-Licence Treatment, Switching and Dose Decisions

5.1 Some treatment pathways, dosing decisions, treatment switches or clinical recommendations may involve the use of clinical judgment where formal product licensing does not specifically cover the exact circumstances of your request. This may include, for example, switching between weight loss medicines, restarting treatment after a gap, or adjusting a dose based on tolerability and clinical history.

5.2 Where treatment is considered off-licence, outside standard product guidance, or dependent on individual clinical judgment, this will only be considered where the prescriber believes it is clinically appropriate.

5.3 By proceeding with such treatment, you confirm that:

  • You understand the treatment, switch or dosing approach may be outside the manufacturer's licensed instructions;

  • You understand there may be different or additional risks;

  • You have read and understood the information provided to you;

  • You have answered all clinical questions truthfully;

  • You understand that dose increases or treatment changes will not occur without clinical reassessment;

  • You agree for this information and your acknowledgement to be recorded in your patient record.

5.4 Effectiveness, tolerability and results cannot be guaranteed. You should contact us promptly if you experience side effects or have any concerns.

6. Prices and Payment

6.1 The prices of our products, medicines and services are as quoted on our website. Prices include VAT where applicable. Any delivery charges, where applicable, will be shown separately during the checkout or order process.

6.2 Product and service prices may include, where applicable:

  • The cost of the medicine or product;

  • Access to a clinical review;

  • The issuing of a private prescription where clinically appropriate;

  • Dispensing by our registered pharmacy;

  • Standard packaging;

  • Support relating to your order or treatment.

6.3 We take reasonable care to ensure that prices shown on our website are correct. If we discover an error in the price of a product, medicine or service you have ordered, we may:

  • Contact you to inform you of the error;

  • Give you the option of continuing with the order at the correct price or cancelling it;

  • Cancel the order and notify you if we are unable to contact you.

6.4 We accept payment by debit card, credit card and other payment methods shown on our website.

6.5 For prescription medicines, payment may be requested after clinical approval, or your payment details may be collected before approval but only charged once your treatment has been approved, depending on the payment process used at the time.

6.6 By providing payment details, you confirm that you are authorised to use the payment method provided.

6.7 We use third-party payment processors to handle payments securely. We do not store full card details on our own systems. Please see our Privacy Policy for further information on how we handle this data.

6.8 We reserve the right to change our prices at any time at our sole discretion. Price changes will not affect orders already accepted unless there has been an obvious pricing error.

7. Delivery of Products and Provision of Services

7.1 Please refer to our Delivery and Returns Policy for full information on delivery. Please note that we deliver products and medicines to addresses within the United Kingdom only. We do not deliver to PO boxes, hotels, temporary accommodation, mail forwarding addresses or any address we consider unsuitable.

7.2 Delivery options, charges and estimated timeframes will be shown during the order process where applicable.

7.3 For healthcare services such as consultations, you are responsible for attending at the booked time and ensuring that you have a suitable internet connection, device, camera and private environment where required.

8. Repeat Orders and Ongoing Treatment

8.1 Unless expressly stated otherwise, Totiva Health does not guarantee automatic repeat supply of prescription medicines. Each repeat order may require a new clinical review, updated questionnaire, identity checks, consultation, monitoring information or other checks.

8.2 Previous approval for a medicine does not guarantee that future orders will be approved. Your suitability may change over time based on your health, side effects, weight, medication, clinical history, treatment gaps or updated guidance.

8.3 You must not order repeat medication earlier than clinically appropriate or stockpile prescription medicines. We reserve the right to decline, delay or limit repeat orders where we believe this is clinically necessary or appropriate.

8.4 If we offer any subscription, recurring payment or automatic repeat delivery service in the future, the specific terms of that service will be explained at the point of sign-up. Any prescription medicine supplied through such a service will remain subject to ongoing clinical review and approval.

8.5 We may suspend, cancel or refuse ongoing treatment where for example:

  • The medicine is no longer clinically suitable;

  • You do not provide required information;

  • You do not attend a required consultation;

  • You experience side effects requiring review;

  • There has been a gap in treatment;

  • You provide inaccurate or misleading information;

  • The product is unavailable;

  • Continued supply would be unsafe or inappropriate.

9. Cancellation, Returns and Refunds

9.1 Medical Products, Prescription Medicines and Non-Prescription Medicines

9.1.1 Please refer to our Delivery and Returns Policy for full information on cancellation, refunds and returns. Please note that, for safety reasons, we do not accept returns of medicines, including prescription and non-prescription medicines, unless they are damaged, defective or the wrong item has been supplied.

9.2 Non-Medical Products

9.2.1 For non-medical products, you may have the right to cancel your order within 14 days of receiving the product under the Consumer Contracts Regulations 2013.

9.2.2 If deliveries are split over different days, the 14-day cancellation period runs from the day you receive the final item.

9.2.3 This right does not apply to sealed products that are not suitable for return due to health or hygiene reasons once unsealed. This may include:

  • Products that have been opened;

  • Products where seals have been broken;

  • Personalised products;

  • Intimate or hygiene-sensitive products;

  • Products that cannot safely be resold.

9.2.4 To exercise your right to cancel, you must inform us by a clear statement, such as by email or telephone, within the cancellation period.

9.2.5 If you cancel, you must return the products to us without undue delay and no later than 14 days from the day you notify us of cancellation. Unless the product is faulty, damaged or wrongly supplied, you are responsible for return postage costs.

9.3 Refunds

9.3.1 Please refer to our Delivery and Returns Policy for full information on refunds.

10. Faulty Products, Damaged Deliveries and Service Quality

10.1 If a product is faulty, damaged or misdescribed, your legal rights under the Consumer Rights Act 2015 may entitle you to a repair, replacement or refund.

10.2 If you believe a product is faulty, damaged, spoiled, incorrectly supplied or unsafe to use, you should:

  • Contact us as soon as possible;

  • Provide your order details;

  • Provide photographs where requested;

  • Not use the product if it appears damaged, faulty, spoiled or tampered with;

  • Follow any instructions we provide.

10.3 We may ask you to return the product for inspection before processing a replacement or refund. Medicines should not be returned unless we specifically ask you to do so.

10.4 For concerns about side effects, adverse reactions or the quality of medicines:

  • Stop using the medicine if you believe it is unsafe, unless advised otherwise by a healthcare professional;

  • Contact us at hello@totiva.co.uk or +44 (0) 20 3535 8993;

  • Contact your GP, NHS 111 or emergency services where appropriate;

  • For serious or unexpected reactions, you should report the issue via the MHRA Yellow Card Scheme.

10.5 For concerns about the quality of healthcare services provided:

  • Contact us as soon as possible with details of your concern;

  • Provide relevant dates, order details, consultation details and clinician names where known;

  • We will investigate service quality concerns promptly and fairly.

10.6 In the event of a medical emergency, call 999 immediately.

11. Our Liability

11.1 Nothing in these Terms of Sale and Service limits or excludes our liability for:

  • Death or personal injury caused by our negligence;

  • Fraud or fraudulent misrepresentation; and

  • Any liability that cannot be excluded or limited by law.

11.2 Subject to section 11.1, we will not be liable for:

  • Losses not caused by our breach;

  • Business losses, as our website and services are intended for private, personal and non-commercial use;

  • Losses caused by your failure to follow instructions, warnings or advice;

  • Losses caused by your provision of incomplete, inaccurate or misleading information;

  • Losses caused by your failure to disclose relevant health or personal information;

  • Losses caused by your failure to seek urgent medical help when required;

  • Losses caused by events outside our reasonable control and/or which were not foreseeable;

  • Indirect or consequential losses.

11.3 We only supply products, medicines and services for domestic, private and personal use. You agree not to use products, medicines or services purchased from us for commercial, resale, business or for-profit purposes.

12. Personal Information and Privacy

12.1 We will use your personal information in accordance with our Privacy Policy (including our Cookies Policy), which is available on our website.

12.2 For prescription medicines and healthcare services, your personal and health information may be:

  • Reviewed by qualified healthcare professionals to assess your suitability for treatment;

  • Used to verify your identity;

  • Used to process your order and provide services;

  • Shared with our pharmacy team for dispensing and supply;

  • Shared with payment, delivery, technology, identity verification and secure AI providers to provide the services;

  • Recorded in your electronic patient record;

  • Retained securely in accordance with healthcare, pharmacy, legal and regulatory requirements.

12.3 For more information about the above uses of your personal data, please consult our Privacy Policy.

12.4 Health information is sensitive personal information. We take appropriate technical and organisational measures to protect it. Please consult our Privacy Policy for more information.

12.5 Transmission of information via the internet is never completely secure. Although we take reasonable steps to protect your information, any transmission is at your own risk.

12.6 You must not submit information on behalf of another person unless you have lawful authority to do so and we have agreed to accept it.

13. Events Outside Our Control

13.1 We will not be liable for any failure or delay in performing our obligations under these Terms of Sale and Service where such failure or delay is caused by events outside our reasonable control.

13.2 Events outside our control may include:

  • Strikes, lock-outs or other industrial action;

  • Civil commotion, riot, invasion, terrorist attack, war or threat of war;

  • Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster;

  • Failure of public or private telecommunications networks;

  • Failure of courier, postal or delivery networks;

  • Supply chain disruption or medicine shortages;

  • Acts, decrees, legislation, regulations or restrictions of government or regulatory bodies;

  • Cyber incidents, platform outages or payment provider failures outside our reasonable control.

13.3 Our obligations will be suspended for the period that the event outside our control continues, and we will have an extension of time to perform our obligations for the duration of that period.

14. Other Important Terms

14.1 We may transfer our rights and obligations under these Terms of Sale and Service to another organisation. We will notify you if this happens and will ensure that the transfer does not affect your statutory rights.

14.2 These Terms of Sale and Service are between you and ZapMeds Limited (t/a Totiva Health). No other person shall have any rights to enforce any of these terms.

14.3 Each paragraph of these Terms of Sale and Service operates separately. If any court or relevant authority decides that any paragraph is unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

14.4 If we do not insist immediately that you do something you are required to do under these terms, or if we delay in taking steps against you for breaching these terms, this does not mean that you do not have to do those things and does not prevent us taking steps against you at a later date.

14.5 We may send notices, updates and important information to you by email, SMS, account message, website notice or other contact details you have provided.

14.6 You are responsible for keeping your contact details up to date. We are not responsible if you miss important information because the details you provided are incorrect or out of date.

15. Complaints Procedure

15.1 If you are dissatisfied with any aspect of our products, medicines, services, clinical care, delivery or customer support, please contact us at hello@totiva.co.uk or +44 (0) 20 3535 8993.

15.2 We aim to acknowledge complaints within 2 business days and to provide a full response or resolution within 14 days where possible. In complex cases, more time may be needed. If this happens, we will keep you informed and aim to resolve your complaint within 20 working days.

15.3 Complaints relating to clinical decisions, prescribing, pharmacy services or healthcare services will be handled in accordance with our healthcare complaints procedure.

15.4 If you are not satisfied with our response, you may be able to contact external bodies, including:

  • For pharmacy or medication concerns: the General Pharmaceutical Council;

  • For concerns about a healthcare professional: the relevant professional regulator, such as the GPhC, GMC or NMC, depending on the professional involved;

  • For general consumer issues: Citizens Advice Consumer Service.

15.5 In a medical emergency, you should not wait for a complaint response. Call 999 or seek urgent medical help immediately.

16. Governing Law and Jurisdiction

16.1 These Terms of Sale and Service, their subject matter and formation, and any non-contractual disputes or claims, are governed by English law.

16.2 The English courts will have jurisdiction over any claim arising from, or related to, these Terms (we retain the right to bring proceedings against you in your country of residence or any other relevant country).

16.3 For questions about these Terms of Sale and Service, please contact us at hello@totiva.co.uk.