Terms and Conditions

About these terms

The agreement between us

These terms form the agreement between you and Eco Science Limited, registered in the Cayman Islands, trading as Normal. By using the website, completing the assessment or buying treatment you accept them. Please read them with our Privacy Policy, including the cookies sections in it.

Definitions

• Assessment means the online questions you complete so a clinician can consider whether treatment is appropriate for you.
• Clinician means a UK-registered healthcare professional who reviews your assessment and, where appropriate, prescribes.
• Pharmacy means Smartway Pharma Limited, registered with the General Pharmaceutical Council under registration 9010774, which dispenses and supplies prescriptions.
• Service means the Normal website, the assessment, the clinical review, any treatment supplied, and the support provided alongside it.
• Treatment means any prescription or plan recommended to you through the Service.

Who can use the service

Eligibility and where the service is available

The Service is for adults aged 18 or over who are resident in the United Kingdom and registered with a UK GP. You must be able to give your own consent. We may ask you to confirm your identity, age or address, and we may decline or stop providing the Service where those conditions are not met.

Identity, age and eligibility checks

You confirm your age in the assessment. After treatment has been paid for, and before it is dispensed, you complete a one-off identity check to verify that you are who you say you are and that you are 18 or over. Treatment is not dispensed until that check is passed. If it is not passed, or you do not complete it, we cancel the order and refund you in full.

Providing false information, or obtaining treatment for someone else, is a serious matter. It puts people at risk, it may be a criminal offence, and it will end your access to the Service. The check is carried out by Shufti Pro. You upload a photo identity document and a selfie, and Shufti Pro compares the two and reads the document to confirm your name and date of birth.

What the service is, and what it is not

What the service does

Normal gives you a private way to complete an assessment about drinking, porn use or fertility, has that assessment reviewed by a UK-registered clinician, and, where the clinician decides it is clinically appropriate, arranges for treatment to be prescribed and dispensed by the Pharmacy. Support is provided alongside treatment.

What the service does not do

The Service is not an emergency service. If you or someone else is in immediate danger, call 999. If you need urgent advice, call NHS 111. If you are struggling to cope, Samaritans are available on 116 123, day or night.

The Service does not replace your GP or any other care you receive, and does not provide diagnosis or care for conditions outside the areas it covers. It does not guarantee that treatment will be offered to you, or that any particular outcome will follow.

The assessment and the clinical decision

How the assessment is reviewed

You must answer the assessment honestly and completely. A clinician reviews what you submit and decides whether treatment is appropriate. Treatment is only recommended where a clinician judges it clinically appropriate, and a clinician may decline, ask for more information, or recommend you speak to your GP instead. An assessment result on its own is not a prescription.

Capacity and consent

You must be able to understand the information given to you, weigh it and make your own decision. By completing the assessment you confirm that you are doing so for yourself, of your own free will. A clinician will explain what is proposed, the likely benefits, the risks and the alternatives, and will not prescribe unless you consent.

If treatment is not offered

A clinician may decide that treatment is not appropriate for you. Where that happens you will be told, you will not be charged for treatment, and you will be given information about other routes to help, including your GP and relevant NHS services. A decision not to treat is a clinical judgement and is made in your interest.

Medicines and the pharmacy

Prescriptions, medicines and the pharmacy

Where a prescription is issued it is dispensed and supplied by the Pharmacy, which is independently regulated and keeps its own records. Medicines are prescription-only and are supplied to you alone. Do not share them with anyone else.

A medicine may be prescribed off-label where a clinician judges that appropriate, and this will be explained to you before anything is prescribed. All treatment can cause side effects. Read the patient information leaflet supplied with your medicine and tell your clinician about any other medicines, conditions or allergies.

Prescription-only medicines

Any medicine supplied through the Service is a prescription-only medicine within the meaning of the Human Medicines Regulations 2012. It is supplied against a prescription written by a UK-registered prescriber, dispensed by the Pharmacy, and supplied for your use alone. Supplying a prescription-only medicine to another person is unlawful. We do not advertise prescription-only medicines to the public and nothing on the website is an offer to supply a particular medicine.

Off-label use

Where a clinician judges it appropriate, a medicine may be prescribed outside the terms of its marketing authorisation. This is lawful and common in UK practice, and the decision rests with the prescriber. Your clinician will explain why it is proposed, what is known about it, and the risks, and will not proceed without your consent.

Reviews and continuing supply

Continuing supply depends on a clinician being satisfied that treatment remains appropriate. You may be asked to complete a review before a repeat is issued, and supply may be paused or stopped where a review is not completed, where your circumstances change, or where a clinician judges that continuing is no longer appropriate. If supply is paused for any reason, we pause your billing at the same time. You are never charged for a month in which we did not supply you.

Side effects and reporting

All medicines can cause side effects. Read the patient information leaflet supplied with your medicine. If you experience a side effect, tell your clinician. If you become seriously unwell, seek urgent help through 999 or NHS 111.

You can also report a suspected side effect directly to the Medicines and Healthcare products Regulatory Agency through the Yellow Card scheme at yellowcard.mhra.gov.uk. Reporting helps the MHRA monitor the safety of medicines. We report suspected adverse reactions that we become aware of in line with our own obligations.

Storage, disposal and returns

Store your medicine as described in the patient information leaflet and out of reach of children. For safety reasons, medicines that have left the Pharmacy cannot be returned and reused. Return unwanted or expired medicines to any community pharmacy for safe disposal. Do not put them in household waste or flush them.

Ordering, payment and cancellation

How and when a contract is formed

Completing the assessment does not create a contract, and neither does a clinician deciding that treatment could be appropriate. Nothing you see on the website is an offer we are bound to accept.

A contract is formed only when all of these have happened: you have placed an order and paid or authorised payment, a UK-registered clinician has decided treatment is clinically appropriate for you, and we have sent you a confirmation that your order is being dispensed. Until that confirmation, either side can stop without owing the other anything, and if you have paid we refund you in full.

We may decline an order. The most common reasons are that a clinician judged treatment inappropriate, that the eligibility conditions are not met, that we could not verify who you are, or that the medicine is unavailable. Declining is not a judgement about you and it is not a breach of these terms.

What you are agreeing to pay

Before you commit, you will be shown the price, what it covers, how often you will be charged and when the first charge happens.

If it is a recurring charge, it continues until you cancel, and we will tell you before the price changes.

A failed payment does not end your treatment on its own. We will tell you and give you a chance to fix it before supply is paused.

Prices, payment and subscription

Prices are shown before you commit and nothing is charged until you decide to go ahead. The assessment is free. Treatment is charged at £189 a month. Payments are processed by Stripe Payments UK, Ltd.; we do not receive or store your full card details. Treatment is a rolling monthly plan. The first payment is taken when you accept the prescription, and each later payment on the same date of the following month. There is no minimum term and no exit fee: you can cancel at any time before the next billing date from your account or by emailing hello@whatsnormal.com, and your treatment runs to the end of the month you have paid for. We will tell you at least 30 days before any price change, and you can cancel before it takes effect.

Cancellation, cooling off and refunds

Because you buy without meeting us, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days to change your mind about the medicine, counted from the day after it is delivered. Tell us within those 14 days and you do not have to give a reason.

Two things limit that right, and both come from the Regulations rather than from us. Medicines are supplied sealed for health protection and hygiene reasons, so once the seal is broken the 14 day right no longer applies to that medicine. And where you have asked us to begin a service inside the 14 days and it has been carried out in full, the right to cancel that service ends when it is done.

While the seal is intact you keep the right. Email hello@whatsnormal.com within 14 days of delivery, return the medicine unopened, and we will refund what you paid for it within 14 days of receiving it back or of proof that you have sent it. A returned medicine cannot be dispensed to anyone else, so the pharmacy destroys it, which is our cost and not yours.

Cancelling the plan is separate and always open to you. You can cancel at any time before the next billing date. Nothing in this section takes away a right you have under the Consumer Rights Act 2015 if something is wrong with what we supplied.

Your consumer rights

Nothing in these terms affects your statutory rights. Under the Consumer Rights Act 2015 services must be provided with reasonable care and skill, and goods must be as described and of satisfactory quality. Where something goes wrong you may be entitled to a repeat performance, a price reduction, a repair, a replacement or a refund, depending on the circumstances.

Delivery

Treatment is delivered in plain packaging with nothing on the outside that identifies its contents. Delivery is handled by Royal Mail or DPD. You are responsible for giving a correct delivery address and for arranging safe receipt.

Your responsibilities

What we need from you

• give accurate, complete and current information, and tell your clinician if it changes;
• tell us about other medicines, conditions, allergies or treatment you are receiving;
• read the information supplied with any medicine and follow the instructions given;
• do not share, resell or pass on any medicine supplied to you;
• keep your account details secure and tell us if you think someone else has used them; and
• seek urgent help through 999, NHS 111 or your GP where your condition requires it.

Emergencies and safeguarding

The Service is not monitored around the clock and must not be used to report an emergency. Where we have a genuine concern about the safety of you or someone else, we may contact your GP, emergency services or another appropriate body, and may share the information necessary to protect a person's vital interests.

Acceptable use

Do not misuse the Service. You must not attempt to gain unauthorised access, interfere with its operation, submit false information, impersonate another person, use it to obtain medicines for anyone else, or use it for any unlawful purpose. We may suspend or end access where we reasonably believe this has happened.

Our content and intellectual property

Website content and third-party links

Information on the website is general and is not advice about your individual circumstances. It is not a substitute for a consultation with a clinician. We may link to other websites for convenience; we do not control them and are not responsible for their content.

Intellectual property

The Normal name, logo, website, content and design are owned by us or our licensors and are protected by intellectual property law. You may use the website for your own personal use. You may not copy, republish or exploit it commercially without our written permission.

Privacy

We handle personal and health information as described in our Privacy Policy, which explains what we collect, the lawful bases we rely on under the UK GDPR, who receives information, how long it is kept and the rights you have.

Availability, liability and events outside our control

Availability, refusal and suspension

We aim to keep the Service available but do not guarantee uninterrupted access, and we may change, suspend or withdraw all or part of it. If we withdraw a treatment you are currently receiving, we will tell you at least 30 days beforehand where we can, refund anything you have paid for treatment you have not received, and give you information you can take to your GP. We may refuse or stop providing the Service where a clinician judges it inappropriate, where eligibility conditions are not met, where information given is inaccurate, or where these terms are breached.

Events outside our control

We are not responsible for a failure or delay caused by something outside our reasonable control, including supply shortages, the act or omission of a regulator, a failure of a third-party carrier or payment provider, industrial action, or a serious public health event. Where that happens we will tell you and will not charge you for treatment you did not receive.

Our responsibility to you

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited or excluded. Your legal rights as a consumer are not affected.

Complaints and disputes

Complaints

Please contact us first at hello@whatsnormal.com so we can try to put things right. Complaints about dispensing or supply may also be raised with the Pharmacy, and with the General Pharmaceutical Council. Complaints about a clinician may be raised with their regulator. Email hello@whatsnormal.com and tell us what went wrong. We will acknowledge it within 5 working days and respond substantively within 20 working days. If you are unhappy with the outcome you can ask for it to be reviewed by someone who was not involved the first time.

Resolving a dispute

If a complaint is not resolved to your satisfaction, you may be able to use an alternative dispute resolution scheme rather than going to court. We are not obliged to use an alternative dispute resolution provider and we do not currently subscribe to one, so if we cannot resolve a complaint between us your remaining route is the courts. Complaints about dispensing may also be raised with the General Pharmaceutical Council, and complaints about a prescriber with their regulator.

Changes and general terms

Changes to these terms

We may update these terms when the Service, our suppliers, the technology or the law changes. The current version will be posted here with a revised effective date. Where a change is material we will give notice if it is reasonably practicable.

General

If any part of these terms is found to be unenforceable, the rest continues to apply. A delay in enforcing a term is not a waiver of it. These terms are between you and us; no one else has rights under them.

Transferring this agreement

You may not transfer your rights or obligations under these terms to anyone else. We may transfer ours to another business, for example if the business is sold, provided your rights under these terms are not reduced.

The whole agreement

These terms, together with the Privacy Policy and anything you are told before you buy, form the whole agreement between us about the Service. They replace any earlier statement or understanding, but nothing in this section affects your rights under section 50 of the Consumer Rights Act 2015 in respect of information we gave you about the service, or our liability for fraudulent misrepresentation.

Governing law and courts

These terms and any dispute arising from them are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may also bring proceedings in your local courts, and we will only bring proceedings against you in your local courts.

Our place of registration in the Cayman Islands does not change any of this, and we will not argue that you have to sue us there.

Version history and contact

Version history

Contact

Eco Science Limited, registered in the Cayman Islands, trading as Normal. Registered office: The Cayman Islands. Contact: hello@whatsnormal.com. Dispensing pharmacy: Smartway Pharma Limited, 10 Lyon Road, London SW19 2RL, company number 08252650, GPhC registration 9010774.