Membership Terms

Terms of Sale and Service

1. Introduction

These Terms of Sale and Service govern the sale of products and medicines and the provision of services through the Fella Health site, owned and managed by Bolt Healthcare Ltd, registered in England and Wales with company number 15149039, with its registered office situated at Unit 15 The Hub Commercial Road, Darwen, England, BB3 0FL.

These Terms of Sale and Service should be read alongside our Terms & Conditions and Privacy Policy. Together, these documents form the entire agreement between you and Fella Health regarding your purchase of products and services from our site.

Please read these Terms of Sale and Service carefully before ordering any products or services. By placing an order, you confirm your acceptance of these terms. If you do not agree with any part of these terms, please do not place an order through our site.

For assistance or queries about our products, services, or ordering process, please contact our customer support team via email at help@fellahealth.co.uk or telephone on +447897025580

We may update these Terms of Sale and Service from time to time. Any changes will be effective immediately upon posting to our site. Your continued use of our site after such changes constitutes acceptance of the revised terms.

2. Ordering Products and Services

2.1. Our site allows you to place orders for prescription and non-prescription products, along with healthcare consultation services delivered by our in-house health coaches and UK-licensed independent prescribers. Where required, medical reviews by GMC-registered GPs are provided through third-party partners. 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:

2.3. For prescription medicines and healthcare services, your order will be reviewed by one of our independent clinicians or CQC-registered healthcare providers who will determine whether the requested treatment or service is appropriate for you based on the information provided.

2.4. When placing an order, you confirm that all information provided is accurate and complete. Providing false or misleading information may result in your order being declined and could have serious health implications.

2.5. After submitting an order, you will receive an order acknowledgement email. This email confirms we have received your order but does not constitute acceptance of your order.

2.6. For prescription medicines and healthcare services, your order will only be accepted once our clinician has approved your request and, where applicable, issued a prescription. For non-prescription products, your order will be accepted when we send you a confirmation email.

2.7. If we cannot accept your order, we will inform you by email and will not charge you for the product or service. Reasons for non-acceptance may include:

3. Products, Services, and Availability

3.1. All products and services shown on our site are subject to availability. We will inform you as soon as possible if the product or service you have ordered is not available.

3.2. Product images on our site are for illustrative purposes only. The actual product may vary slightly from the image displayed.

3.3. All product and service descriptions aim to be accurate, but we do not guarantee that all descriptions are complete, reliable, or error-free.

3.4. We reserve the right to limit the quantities of certain products that may be purchased, particularly for prescription medicines where clinical guidelines or regulations may impose restrictions.

3.5. For certain prescription medicines and healthcare services, we may require additional information or recommend alternative treatments if our clinician determines this is in your best interests.

3.6. The services provided through our platform may include the following, delivered either by independent clinicians or under the governance of a CQC-registered healthcare provider:

• Review of health questionnaires by qualified prescribers• Remote treatment assessments and, where appropriate, private prescriptions• Ongoing treatment support and medication dispensing via our registered pharmacy• General health guidance and lifestyle support resources by our health coaches (no medical advice)• Referral recommendations, where clinically appropriate, made by a licensed prescriber

Please note that clinical decisions, including the prescribing of medications, are made solely by qualified healthcare professionals who operate independently or under a CQC-registered service. Bolt Healthcare Ltd does not provide clinical services directly.

4. Prescription Medicines and Healthcare Services

4.1. Prescription medicines can only be supplied with a valid prescription issued by one of our licensed healthcare professionals or by an external qualified prescriber (e.g., your GP) whose prescription you have provide to us.

4.2. To request prescription medicines or healthcare services through our site, you must complete an online questionnaire designed to collect health information relevant to the requested treatment. This information is securely reviewed by a qualified prescriber operating independently or under a CQC-registered healthcare provider who will assess your suitability for treatment based on clinical standards.

4.3 Your responses will be reviewed by a qualified healthcare professional operating independently or under a CQC-registered provider. Based on their clinical assessment, they may:

4.4. The final decision on whether to prescribe medication or provide a treatment recommendation rests solely with the qualified prescriber operating independently or under a CQC-registered healthcare provider who will exercise their professional judgment based on the information you provide.

4.5. For your safety, we may limit the quantity of prescription medicine supplied and may require regular follow-up consultations for repeat prescriptions or ongoing services.

4.6. You must inform the reviewing clinician of any changes to your health or medications between orders or treatment requests, as this information may affect the clinical suitability of previously prescribed treatments or recommended services.

4.7. Our pharmacy will dispense prescription medicines in accordance with applicable UK regulations. Medicines will be supplied with appropriate labelling and patient information leaflets.

5. Prices and Payment

5.1. The prices of our products and services are as quoted on our site and include VAT where applicable. Delivery charges are not included in the product price and will be shown separately during the checkout process.

5.2. Product and service prices include:

5.3. We take reasonable care to ensure that prices quoted on our site are correct. However, if we discover an error in the price of products or services you have ordered, we will:

5.4. We accept payment via credit card, debit card, and other payment methods as specified on our site. Your payment card will be charged:

5.5. By providing payment details, you confirm that you are authorized to use the payment method specified.

5.6. We use industry-standard security measures to protect your payment information.

6. Delivery of Products and Provision of Services

6.1. We deliver products to addresses within the United Kingdom only. We do not deliver to PO boxes or temporary accommodation addresses.

6.2. Delivery charges will be shown during the checkout process before you confirm your order.

6.3. Estimated delivery timeframes are provided on our site but are not guaranteed. Factors outside our control may occasionally cause delays.

6.4. Risk of loss or damage to products passes to you upon delivery to your specified address.

6.5. Delivery of your order constitutes acceptance by you of the products ordered, subject to your cancellation and return rights.

6.6. For prescription medicines, if you are not available to receive the delivery:

6.7. You are responsible for ensuring the accuracy of the delivery address provided. We cannot accept liability for deliveries made to incorrect addresses supplied by you.

7. Subscription Services

7.1. For certain products and services, we offer subscription plans that provide regular deliveries or recurring services at intervals chosen by you.

7.2. By signing up for a subscription:

7.3. You may cancel or modify your subscription at any time by logging into your account or contacting our customer service team. Please allow up to 3 business days for changes to take effect.

7.4. For prescription medicine and healthcare service subscriptions:

7.5. We reserve the right to:

8. Cancellation, Returns and Refunds

8.1. Medical Products (Prescription and Non-Prescription Medicine)

8.1.1. 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.

8.1.2. You can cancel your order for prescription treatment up until the point it has been approved by a healthcare professional.

8.1.3. Medical products may be returned only if they are damaged, defective, or if the wrong product has been sent to you. On some occasions, we may require evidence such as a photo of damaged, defective, or wrongly received treatment.

8.2. Non-Medical Products

8.2.1. For non-prescription products, you have the right to cancel your order within 14 days of receiving the products without giving a reason (Consumer Contracts Regulations 2013).

8.2.2. If deliveries are split over different days, you have 14 days after the day you receive the last delivery to change your mind about the products.

8.2.3. 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). The following products cannot be returned unless faulty:

8.2.4. To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g., a letter, email, or phone call) within the cancellation period.

8.2.5. 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 your cancellation. You will be responsible for the cost of returning the products.

8.3. Return Process and Refunds

8.3.1. We are unable to reimburse the cost of return delivery.

8.3.2. If the product is damaged, defective, or the wrong treatment has been sent, we will either replace the product or refund you the amount paid.

8.3.3. Refunds will be made by the same method that you used to pay and should reach your bank within 4-5 working days of being issued.

9. Faulty Products and Service Quality

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

9.2. If you believe a product is faulty, please:

9.3. We may ask you to return the product for inspection before processing a replacement or refund.

9.4. For concerns about adverse effects or the quality of medicines:

9.5. For concerns about the quality of healthcare services provided:

10. Our Liability

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

10.2. Subject to section 10.1, we will not be liable for:

10.3. We only supply products and services for domestic and private use. You agree not to use the products or services for commercial purposes, and we have no liability for any business losses.

11. Personal Information and Privacy

11.1. We will use your personal information in accordance with our Privacy Policy, which can be found on our site.

11.2. For prescription medicines and healthcare services, your personal and health information will be:

11.3. We implement appropriate technical and organizational measures to protect your personal information, but transmission of information via the internet is not completely secure. Any transmission is at your own risk.

12. Events Outside Our Control

12.1. We will not be liable for any failure or delay in performing our obligations under these Terms of Sale and Service caused by events outside our reasonable control ("Force Majeure Event").

12.2. A Force Majeure Event includes:

12.3. Our performance is deemed to be suspended for the period that the Force Majeure Event continues. We will have an extension of time for performance for the duration of that period.

13. Other Important Terms

13.1. We may transfer our rights and obligations under these Terms of Sale and Service to another organization. We will always notify you in writing if this occurs and will ensure that the transfer does not affect your rights under the contract.

13.2. This contract is between you and Fella Health. No other person shall have any rights to enforce any of its terms.

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

13.4. If we do not insist immediately that you do anything you are required to do under these Terms of Sale and Service, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

14. Complaints Procedure

14.1. If you are dissatisfied with any aspect of our products, services, or customer care, please contact our customer service team at help@fellahealth.co.uk or  +447897025580

14.2. We aim to acknowledge all complaints within 2 business days and to provide a full response or resolution within 14 days. In complex cases where more time is needed, we will keep you informed and aim to resolve your concern within 20 working days. If you're not satisfied with the outcome, we will provide information about how to escalate your complaint.

14.3. For complaints regarding clinical decisions, healthcare services, or pharmacy services, these will be handled in accordance with our healthcare complaints procedure, details of which can be provided upon request.

14.4. If you are not satisfied with our response to your complaint, you may contact the following external bodies:

•For pharmacy or medication concerns

15. Governing Law and Jurisdiction

These Terms of Sale and Service, their subject matter and formation (and any non-contractual disputes or claims) are governed by English law. Both parties agree to the exclusive jurisdiction of the courts of England and Wales. However, if you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

For questions about these Terms of Sale and Service, please contact us at **help@fellahealth.co.uk.**

Last updated: April 14, 2025

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