- Term and Conditions
Term and Conditions
IMPORTANT NOTICE TO USERS:
1. These Terms & Conditions
1.1.1 Voyager Medical Ltd ('We/Us/Our') undertake to send the User ('You/Your'), for a free online consultation with a UK or EU-registered medical practitioner ('the Doctor') to deal with and treat your condition/problem.
1.1.2 Such consultation and treatment are subject to the terms and conditions of this agreement ('Agreement').
1.1.3 On completion of the consultation questionnaire you confirm you understand the risks and benefits of the available treatments and confirm your consent and agreement to proceed with the treatment.
1.2 Definitions and interpretations
In this Agreement, the following terms shall have the following meanings:
1.2.1 Account: means User’s on-line account maintained by Voyager Medical Ltd where records of User’s Account Information are held.
1.2.2 Account Information: means:
(i) details of processed transactions, applicable fees, and available balance in respect of Transactions and
(ii) the personal or business information, settlement bank details, Account details, password, details of User’s debit card and other login information of User that is provided by User and stored on the Account or otherwise provided to or made available to Voyager Medical Ltd.
1.2.3 Acquirer: means an organisation with which Voyager Medical Ltd has a contractual relationship, pursuant to which such organisation authenticates, authorises, and settles credit and/or debit card transactions, including refunds and chargebacks.
1.2.4 Affiliate: means, in relation to a company which is, on or after the date of this Agreement, its subsidiary or holding company, or a subsidiary of such holding company.
1.2.5 Card Issuer: means the organisation from which a Cardholder receives his/her Card.
1.2.6 Cardholder: means the customer of a User who wishes to execute a Transaction with a Card and whose name is written on the Card.
1.2.7 Card(s): means a plastic payment card that in its appearance, the layout of its data, and protective components corresponds on the face and reverse side to the specifications of the relevant Card Scheme. The Card remains the property of the Card Issuer and is issued to the Cardholder for use. The Card is non-transferable.
1.2.8 Cardholder Device: means a device with voice data and/or Wi-Fi connectivity capabilities. Cardholder Devices may include but not limited to smartphones, mobile feature phones, tablet and desktop computers.
1.2.9 Card Scheme: means a worldwide incorporated body regulating and processing specific brands of Cards, namely: VISA, VISA International Inc., MasterCard, American Express and such other bodies or schemes as Voyager Medical Ltd may determine from time to time.
1.2.10 Card Scheme Rules: means the rules and regulations issued by the Card Schemes.
1.2.11 Chargeback: means the reversal of a Transaction in accordance with the Card Scheme Rules.
1.2.12 Confidential Information: means information that is designated as “confidential” or which by its nature is clearly confidential including any information relating to this Agreement; any one of the Card Schemes; Voyager Medical Ltd’s technology, technical processes, procedures, business affairs, finance and other proprietary knowledge, however, any such information is conveyed or presented.
1.2.13 Consequential Loss: means consequential, incidental, special, indirect or punitive damages, or any loss of actual or anticipated profits (or any other economic loss), loss of data, loss of opportunity, loss of goodwill and loss of reputation, whether the claim in respect of such loss is made in contract or in tort or on any other basis, and whether or not such loss was foreseeable.
1.2.14 Fee(s): means the fee or fees as set out in Appendix A (as the same may be modified or updated from time to time) and to which you must agree during the registration process and which form an inseparable part of this Agreement.
1.2.15 IVR: means an interactive voice recording service used on a touchtone phone.
1.2.16 Losses: means actions, proceedings, damages, liabilities, claims, costs and expenses including fines, penalties, legal and other professional fees and expenses.
1.2.17 Marks: means the service marks, trademarks or registered symbols of any of the Card Schemes, Voyager Medical Ltd's and/or any of Voyager Medical Ltd’s partners in providing the Service.
1.2.18 Parties: means Voyager Medical Ltd and User and “Party” shall mean either of them as the context requires.
1.2.19 Personal Data: means any information or data provided directly or indirectly to Voyager Medical Ltd during the course of applying for and/or using the Service.
1.2.20 Reserve: means a fixed amount or percentage of the funds held in User’s Account to cover any transaction reversals including but not limited to chargebacks and refunds.
1.2.21 Rolling Reserve: means a Reserve where a fixed amount or percentage of each transaction is held and then released at a later date on a scheduled basis.
1.2.22 Service: means any and all services that Voyager Medical Ltd shall provide to you under this Agreement, relating to the acceptance of Cards in relation to Transactions with Cardholders.
1.2.23 Software: means any software provided to User, by Voyager Medical Ltd, or used by Voyager Medical Ltd in fulfilling its obligations under this Agreement or otherwise including but not limited to the Developer Tools.
1.2.24 Transaction: means the payment made by a Cardholder using the Service for goods and/or services provided by User.
1.2.25 Website: means Voyager Medical Ltd’s website which you can visit at http://www.voyagerhealth.co.uk.
In this Agreement, subject to any express contrary indication:
(a) Words (including the definitions in this Section 1.2) importing the singular shall include the plural and vice versa;
(b) any reference to any gender shall include the other genders;
(c) any reference to a person shall be construed as including any person, firm, company, corporation, society, trust, foundation, government, state or agency of a state or any association or partnership (in each case whether or not having separate legal personality) of any two or more of these;
(d) any reference to this Agreement or any other agreement or document shall be construed as a reference to that agreement or document as it may have been, or may from time to time be, amended, varied, novated, replaced or supplemented;
(e) any reference to a Section shall be construed as a reference to a section of this Agreement;
(f) the rule known as the ejusdem generis rule shall not apply and accordingly:
(g) general words introduced by the word other shall not be given a restrictive meaning by reason of the fact that they are preceded by words indicating a particular class of acts, matters or things; and
(h) any phrase introduced by the words include, including or in particular or any similar words or expression shall be construed as illustrative and shall not be given a restrictive meaning by reason of the fact that they are followed by particular examples intended to be embraced by the general words;
(i) any references to in writing shall include any modes of reproducing words in a legible and non-transitory form;
(j) the table of contents and all headings in this Agreement are for ease of reference only and shall not affect the interpretation of this Agreement; and
(k) if User consists of more than one legal person (e.g., you are a partnership) each legal person has joint and several liability under this Agreement. This means all of you are together and individually responsible for any money owed to Voyager Medical Ltd under this Agreement and we may demand repayment from all and any of you for any monies owing under this Agreement. If the partnership ends, we may end this Agreement and if there is any dispute as to who is entitled to any funds we hold, we may retain such funds until we are satisfied that the dispute has been resolved.
2. Information about Us
2.1 Our site is operated by Voyager Medical Ltd, a company incorporated in England and Wales with registered number 07556100 whose registered office is at 107 The Quant 6 Church Hill, London, England, E17 3AG. (“we”) We are a limited company.
2.2 Our associated pharmacies and clinics regulated by the Medicines and Healthcare products Regulatory Authority (MHRA) and are registered with the Quality Care Commission (CQC) and the General Pharmaceutical Council (GPhC).
2.3 You can contact us using the following email address: email@example.com or by telephone using the following number: 0207 971 7777.
3. Warranties by You
3.2.1 You warrant and undertake to fill in the consultation questionnaire contained in this website truthfully and honestly, revealing and disclosing all relevant information truthfully to the best of your knowledge. You further warrant that you are not filling in the consultation questionnaire on behalf of another person unless that other person has given you full consent to do so.
3.2.2 This Agreement becomes immediately void if you answer any question untruthfully.
3.2.3 You give your consent for your prescription to be posted to you via registered post to the address registered by you as your "delivery address".
3.2.4 You give your consent that your prescription can be fulfilled by to the exclusion of all other pharmacies.
4. Warranties by Us
4.1 We warrant and undertake that your consultation questionnaire will only be viewed by the Doctor and his medical staff for the purpose of treating your condition/problem.
4.2 We warrant and undertake that any prescription that the Doctor may issue or any medicine he may prescribe is only filled by UK-registered pharmacists.
4.3 We warrant we will provide the Service to User on the terms and conditions of this Agreement (and any addendums or subsequent amendments and updates).
4.4 We warrant we may at any time revise or modify the Service. Voyager Medical Ltd shall always attempt to notify User of any changes. However, Voyager Medical Ltd reserves the right to implement such changes with immediate effect to maintain the security of its systems or to comply with relevant laws, regulations or the Card Scheme Rules.
4.5 We warrant we will always do its best to ensure the Service is error and interruption free but cannot guarantee it will be free from errors or interruptions.
4.6 From time to time Voyager Medical Ltd will perform maintenance and upgrades of the Service, which may result in interruptions, delays or errors in the Service. Voyager Medical Ltd shall try to communicate any planned maintenance in advance, but cannot guarantee that such notification will always be provided. In addition, the Service may contain errors or "bugs" that may lead to interruptions and errors. User understands this and accepts that Voyager Medical Ltd may contact User in order to help User with the Service and also to request information needed to identify and remedy such errors.
4.7 User’s access to the Service is dependent on third-party services (such as mobile telephony services). User accepts that Voyager Medical Ltd shall have no responsibility for the performance of such third-party services.
4.8 The Services are made available to you subject to:
4.9 Any Software, upgrades or intellectual property relating to the Service not being copied, altered, sub-licensed or misused by you without Voyager Medical Ltd’s express written authorisation;
4.10 The Service not being used for illegal or improper purposes;
4.11 You following any and all reasonable instructions given by us.
5. Service use and transactions
5.1 Voyager Medical Ltd shall provide the User (via the Website) with a transaction history and further analysis systems, if applicable.
5.2 Voyager Medical Ltd shall provide the Software, technical infrastructure and the interface for the facilitation of payment processing via Voyager Medical Ltd’s partners. Voyager Medical Ltd is an agent of Acquirer. Voyager Medical Ltd may change its Acquirer from time to time. We reserve the right to require you to install or update any and all Software to continue using the Service.
5.3 As part of the Service, payments can only be carried out with Cards that are specified on the Website. The range of Cards that are accepted can be changed by Voyager Medical Ltd at any time and without notice. It is User’s responsibility to check the Cards specified on the Website from time to time.
5.4 User will not use Service for any activities that are prohibited by law or, at Voyager Medical Ltd’s sole discretion, are otherwise doubtful or deemed unacceptable by Voyager Medical Ltd (in its sole discretion) from a risk, compliance or reputational perspective, including those activities specified in Section 5.5.
5.5 User shall not use the Service to receive payment for any of the following goods and services: tobacco acquired through the Internet; any product or service related to pornography, including sex clubs, escort services, prostitution, magazines, videos or images with pornographic content and sex toys in cases where such products are the only products marketed; relate to time-sharing; are prescription drugs (unless User has all applicable authorisations for the supply of such drugs and such supply is made in accordance with applicable laws and regulations) or narcotics; relate to dating (including sex dating); are weapons; relate to gambling, betting, lotteries, bingo and other casino services (this does not apply to such gaming and lottery operations conducted in accordance with all applicable laws and authorised by all applicable regulatory authorities); relate to so-called “anonymity services”; relate to vouchers with a longer duration than 36 months; relate to virtual currency; relates to erotic dance or comparable services; telecommunication services; drugstores, pharmacies; direct marketing, travel related arrangement services; direct marketing, outbound telemarketing merchants; direct marketing, continuity/subscription merchants; direct marketing/direct marketers, not elsewhere classified; buyers’ clubs/membership clubs; financial services including payday loans, PPI claims, credit counselling or credit repair services; credit protection/identity theft protection; infomercial merchants; multi-level marketing businesses; outbound telemarketers; rebate-based businesses; investment opportunities (such as stock market, get rich quick schemes) and/or upselling merchants.
User shall not use the Service to receive payment for any of the following goods and services if they wish to accept American Express: travel industry (including air travel, cruise line, car rental, lodging, travel tour operators); telecommunications (including wireless, cable, satellite, wireline, ISP); payment service providers (except to the extent the entity itself sells goods to which it has title).
5.6 Voyager Medical Ltd shall at its sole discretion decide whether User’s use of the Service shall be deemed attributable to any of the products or services listed in Section 3.5 and therefore prohibited in accordance with the Terms and Conditions of this Agreement. User shall not in any way incorrectly identify the relevant good or service sold pursuant to a Transaction or in any way attempt to mislead any other party as regards the subject matter of each Transaction.
5.7 User will not accept Transactions which are not directly undertaken between User and the Cardholder.
5.8 User shall not:
(i) apply a price threshold for accepting a Card or
(ii) make cash deductions during the Transaction. You must not discriminate against the use of Cards in any other way. User must not impose excessive fees or charges on a customer who wishes to use an eligible payment card. Any fee or charge must be limited to reflect User’s costs for the use of the payment card with the Services. User must inform the customer of any such charge before the payment transaction is initiated.
5.9 User may not use the Service to carry out Transactions with Cards belonging to User or registered in User’s name. User must not process Transactions on behalf of a third party. The Service is available only to people or entities who would use the Service for the purposes of selling goods and/or services in the course of their business. The Service must not be used for personal, family or household purposes.
5.10 User agrees that from the time that the User’s Account is activated, until the account with Us is terminated, Voyager Medical Ltd may identify the User as a Voyager Medical Ltd Customer or Merchant. Neither User nor Voyager Medical Ltd will imply any untrue sponsorship, endorsement or affiliation between User and Voyager Medical Ltd.
5.11 User is responsible for the security of data on your mobile application, servers, or otherwise in your possession. User agrees that at all times User shall be compliant with the Payment Card Industry Data Security Standards (PCI-DSS) and the Payment Application Data Security Standards (PA-DSS), as applicable.
5.12 When using the Services it is the User’s responsibility to obtain Cardholders’ consent to be billed, or their consent to have their payment card charged, in compliance with any and all applicable legal requirements and Card Scheme rules.
5.13 When using the Services it is the User’s responsibility to obtain Cardholders’ consent to access, use and protect their data.
5.14 User grants Voyager Medical Ltd a lien and security interest in the User’s Account and all funds therein. This is to ensure the performance of User’s obligations under this Agreement and any other current or future agreements between User and Voyager Medical Ltd including without limitation your obligation to pay any amounts due and owing to us. You will execute, deliver and pay any fees or charges for documents or other information which we request in order to maintain and enforce this security interest.
5.15 User will not process more than £100,000.00 (one hundred thousand pounds sterling) annually (based upon the date its Account is approved).
5.16 In order to use the Service, User must create an Account with Voyager Medical Ltd. User is obliged to provide accurate and complete information, and if such information changes, User agrees to promptly notify Voyager Medical Ltd of all relevant changes by updating User’s Account. If any information is or becomes inaccurate or incomplete, Voyager Medical Ltd has the right to terminate the Account and cancel User’s access to the Service.
5.17 User will receive notification of a Transaction successfully completed by SMS to User’s registered mobile phone and/or by server notification. If User does not receive explicit confirmation of a Transaction by either SMS or server notification, a Transaction is not deemed complete, you must not continue to process the Transaction, and Voyager Medical Ltd will not be liable for any Losses to User.
5.18 If a User receives notification of an unrecognised Transaction, User must notify Voyager Medical Ltd immediately. Failure to notify Voyager Medical Ltd of an unrecognised Transaction could result in termination of Service and/or this Agreement by Voyager Medical Ltd.
5.19 User’s ability to access the Service may require a Cardholder Device and is dependent on services received by User from a third party telecommunication provider. User is solely responsible for any fees charged by such third parties.
5.20 It is User’s responsibility to ensure that User’s Account Information, including Account details, password, and other login information is kept secure and undisclosed to others.
5.21 User will promptly supply such information in respect of itself and its performance of and obligations under this Agreement as may be requested by a Card Scheme, Voyager Medical Ltd or Acquirer from time to time.
6.1 Voyager Medical Ltd will register the amounts received by Voyager Medical Ltd in its client bank account pursuant to the Transactions carried out through the Service on User’s Account (after deduction of the Fees) and following receipt of instructions from User pursuant to Section 3 procure the transfer of such amounts to the bank account designated by User in User’s Account. User’s Account Information shall be registered on a central server at Voyager Medical Ltd’s location in England. Prior to payment to User, an amount equal to the balance on the Account shall, on behalf of User, be kept separated from Voyager Medical Ltd funds (but together with the amounts held on behalf of other Users) in a designated client account in a bank in accordance with the applicable law. Voyager Medical Ltd has the sole authority over the establishment and maintenance of all accounts which it selects for the above purposes. User shall not be entitled to receive any interest on funds held in the client account and any such interest may be retained by Voyager Medical Ltd.
6.2 To effect Settlement User must log in to its Account via the Website and request transfer of funds held by Voyager Medical Ltd pursuant to Transactions carried out through the Service.
6.3 Voyager Medical Ltd reserves the right to withhold funds received and credited to a User’s Account on behalf of User (pursuant to Section 8 or otherwise) to the extent that it is necessary for Voyager Medical Ltd to complete any on-going investigation or to resolve an on-going dispute or if required by law or by court order or otherwise requested by an applicable regulatory body or law enforcement authority or other governmental entity.
6.4 Voyager Medical Ltd reserves the right to set Rolling Reserves and/or guarantees on funds held in User’s Account insofar as Voyager Medical Ltd determines is necessary to protect against any risk associated with User’s account or for any other reason deemed necessary at Voyager Medical Ltd’s sole discretion. Voyager Medical Ltd may change the terms of the Rolling Reserve and/or guarantee at any time and Voyager Medical Ltd will notify User of any such change.
6.5 Voyager Medical Ltd is not liable for funds which, due to User’s incorrect information, have been paid to a bank account other than User’s.
6.6 If User’s Account has been inactive for a period of twelve months, Voyager Medical Ltd will give one month’s notice before suspending the Account.
6.7 If the Account has been inactive for a period of two (2) years and there is a balance on the Account, Voyager Medical Ltd will notify User and give User the opportunity to keep the Account active or withdraw funds. If there has been no response in thirty days from date of communication Voyager Medical Ltd will close the Account and the retention of any funds will thereafter be subject to applicable laws and to the extent so permitted shall be assumed by Voyager Medical Ltd.
6.8 In order to protect User’s Account information from accidental loss and unauthorised access, Voyager Medical Ltd has implemented and shall follow the globally recognised account data protection security standards PCI-DSS (www.pcisecuritystandards.org), which includes requirements on governance, policies, procedures, network architecture, software and other critical measures. Voyager Medical Ltd however cannot guarantee that unauthorised third parties never will be able to circumvent these security measures, or use Account Information for improper purposes. User acknowledges that User provides the information and utilises the Account at User’s own risk.
7. Card scheme compliance
7.1 At all times during the term of this Agreement, User agrees to comply with all applicable Card Scheme Rules, as such rules may be modified by the Card Schemes from time to time. User is responsible for staying informed of changes to such rules and maintaining compliance at all times. Summaries of the Card Scheme Rules are available on the Website.
7.2 The Card Schemes and/or Acquirer have the right to enforce any provisions of the Card Scheme Rules and to prohibit User and/or Voyager Medical Ltd from engaging in any conduct any Card Schemes or Acquirer deem could injure or create a risk of injury to the Card Scheme or Acquirer, including injury to reputation, or that could adversely affect the integrity of the interchange system and/or the Card Scheme or Acquirer’s confidential information. User agrees that it will not take any action that could interfere with or prevent the exercise of this right by the Card Schemes and/or Acquirer.
7.3 User acknowledges and agrees that the Card Schemes are the sole and exclusive owners of their respective Marks and User shall not contest the ownership of such Marks for any reason. Card Schemes may at any time, immediately and without advance notice, prohibit User from using any of their respective Marks for any reason.
8. Intellectual Property
8.1 All material contained and presented on this website, including but not limited to text and graphics are our copyright or similar rights, unless otherwise expressly stated.
8.2 We reserve all rights and strictly forbid any unauthorised use or duplication. Any statutorily authorised rights to print or download are strictly limited for your sole personal use. No material, however, can be used for any commercial purpose whatsoever.
8.3 Any copies of the pages of this website which you save, by any means whatsoever, can only be used for subsequent viewing purposes or to print extracts for personal use.
8.4 Unless otherwise expressly permitted in writing, you may not create a database in any form whatsoever of these webpages.
9.1 We do not represent nor make any warranty in respect of the accuracy, reliability or continuous supply of any of the information on this website. The services and information contained on this website are only for general information and use and are not intended to address your particular requirements.
9.2 Any reliance you place upon any material on this website will be at your sole risk. We reserve the right in our sole discretion, but without any obligation, to make amendments or improvements to, or withdraw or correct any error or omission in any portion of the material without notice.
9.3 In particular, our services and information do not constitute any form of advice or recommendation by us and are not intended to be relied upon by you in making any specific medical or other decision. Appropriate independent medical advice should be obtained before making any such decision.
9.4 Our services and the materials on this website are provided on an "as is" basis, and we expressly disclaim any and all warranties (subject to clause 1.3 above), express or implied, to the extent permitted by applicable law.
9.5 To the fullest extent permitted by applicable laws, we hereby exclude liability for any claims, loss, demands or damages of any kind whatsoever with respect to our services, information and materials given by us including, without limitation, direct, indirect, incidental or consequential loss or damages, The foregoing will apply whether such claims, loss or damages arise in tort, contract, negligence, under statute or otherwise.
9.6 Your visit to and use of this website and any dispute over liability is subject to these disclaimers and the laws of England and Wales.
10. Privacy Statement and Confidentiality
10.1 We are committed to protecting and respecting your privacy and to using technology to enhance your online security. Before you use certain areas of this website we ask you to register on it by requiring you to enter your personal data, including 'sensitive personal data' as defined by the Data Protection Act I998 ('the Act'). We will not release to any third party other than our doctor and pharmacy any personally identifying information obtained in this way, without your prior written consent. We will only use the information that we collect about you lawfully and in accordance with the Act.
10.2 In respect of the aforementioned 'sensitive personal data' by accepting this Agreement you grant us explicit consent to collect such data.
10.3 We will limit the collection and use of such information to the minimum required to deliver, develop and improve our services and other opportunities and the better administration of the Doctor's consultation.
10.4 The personal data which we hold will be held securely in accordance with our internal security policy and the Act.
10.5 To make sure your personal data remains confidential, we communicate these privacy guidelines to all of our employees.
10.6 This website may contain links to other websites. However, we do not share your personal information with those websites and are not responsible for their privacy practices. We encourage you to learn about the privacy policies of those companies. Accordingly, this Privacy Statement and policy apply only to this website and not to linked websites.
10.7 Your visit to and use of this website and any dispute over privacy is subject to this Statement of Privacy and the Act of England and Wales.
10.8 This Statement is applicable only to information collected from you during your visit to this website. We will display a prominent notice on this website's home page whenever this Privacy Statement is updated or changed and you should check our Privacy Statement periodically. By choosing to continue usage of this website, you agree to the terms of this Privacy Statement.
10.9 Each Party shall treat as confidential all Confidential Information obtained from the other Party pursuant to this Agreement and disclose to any person such Confidential Information, save where required to be disclosed by a court of competent jurisdiction, applicable law or regulation.
11. Payment terms
11.1 Use of the Service is subject to certain fees as set out in Appendix A and are updated from time to time. All Fees are inclusive of VAT and other taxes and duties. Voyager Medical Ltd has the right to amend the Fees at its discretion after providing User with thirty (30) days’ notice by inclusion in a message on your invoice or on the Website. The current Fees (other than any set-up fees for the Service) are set out in Appendix A hereto. Alternative pricing agreements, if in place with an individual User, supersede the Fees set out in Appendix A.
11.2 Voyager Medical Ltd is entitled to debit from the outstanding balance of a User’s account the total of all and any claims that Voyager Medical Ltd may have against the User subject to this Agreement.
11.3 You agree that you are responsible for any penalties or fines imposed on Voyager Medical Ltd or directly to you by any card issuer or financial institution as a result of your activities.
12. Receipts, Returns, and Refunds
12.1 Receipts are only provided by Voyager Medical Ltd electronically for Users using the IVR. These receipts may include push notifications, email or SMS. At User’s request, a duplicate receipt can be sent to User’s designated email account or mobile phone. All other Users will be responsible for providing Cardholders with a receipt.
12.2 User agrees the electronic receipt provided by Voyager Medical Ltd is sufficient for customers to present proof of payment and request a refund. All other Users will be responsible for providing Cardholders with a receipt in line with the requirements of the Card Schemes.
12.3 Any negative balance on User’s Account resulting from a refund shall be debited by Voyager Medical Ltd from User’s debit card or designated bank account.
12.4 If a signup fee is collected at the time an account is created, the signup fee will be refunded only if the merchant requests this within 7 calendar days of the Account being created.
Medicines are exempt from the requirement to accept return under the Consumer Protection (Distance Selling) Regulation 2000 (UK) (as amended), and as such Voyager Medical does not allow this as there is no way of guaranteeing the integrity of the medicines once they have been dispatched. We cannot take back any unwanted medicines. We cannot guarantee the safety of the medications once they are outside our control. Therefore, we cannot take any medicines back and no refund will be provided. We can only provide refunds on parcels if the package is refused upon delivery and stays in the carrier's hands.
12.6 Damaged Items
Upon receipt of your delivery, please inspect the packaging for any visible signs of damage. If you feel that your goods have experienced a rough ride during transit and have arrived damaged, please e-mail our Customer Services Department at: firstname.lastname@example.org. Please provide full details including the nature of the problem, your name, order number and contact details. In order to carry out any investigations, please contact us within two working days of receiving your delivery.
12.7 Missing items
If upon opening your delivery, you find any items missing from your order, please check all packaging; due to the nature of our business some of our products are very small. If you are certain an item is missing, please e-mail our Customer Services Department at: email@example.com. Please provide full details including the nature of the problem, your name and contact details. In order for us to locate your missing item, please contact us within two working days of receiving your delivery.
- If the order is incomplete, you must contact us within 2 days.
- If an order does not arrive, you must contact us within 2 months
12.8 Incorrect items
If we have sent you an incorrect item, please do not open this as we need to receive it back in the same condition as it was sent.
Please email our Customer Services Department firstname.lastname@example.org and provide full details including the nature of the problem, your name, order number and contact details.
In order for us to investigate the error please contact us within two working days of receiving your delivery.
12.9 Changing Personal Details or Order Details
You can only change the order before the treatment/medicines have been sent by the pharmacy. Once the order has been confirmed (with the order confirmation message), we cannot guarantee that we can make any changes to that order.
We cannot issue a refund or a replacement order if you supply a wrong or incorrect address. Once the order has left the pharmacy, the address cannot be changed.
12.10 Returning Orders for Refunds
If you have ordered the wrong treatment, we can only provide a refund if the parcel is refused upon delivery and remains in the hands of the carrier. If you order the wrong treatment/medicine by accident and receive the parcel, we cannot issue a refund as stipulated in 8.1 above. Your statutory rights are not affected.
13. Chargebacks, disputed transactions and suspicious transactions
13.1 Any amount attributable to a Transaction can be debited from User’s Account, or if such amount has been paid to User already then reclaimed from User (either such action constituting a “Chargeback”) if the Transaction (i) is disputed in any way (including in relation to the non-supply of the goods or services supplied or their failure to meet required standards), (ii) for any reason is reversed by the relevant Card Scheme, Acquirer, the Cardholder or the Card Issuer, (iii) is not authorised or Voyager Medical Ltd has reason to believe that the Transaction is not authorised, or (iv) is alleged to be illegal, fraudulent, questionable or in violation of the terms of this Agreement or the Card Scheme Rules.
13.2 For each Transaction which Voyager Medical Ltd considers may result in a Chargeback, Voyager Medical Ltd has the right to withhold an amount equal to the likely amount of the Chargeback in the Account pending determination of whether a Chargeback is appropriate. In relation to any Chargeback, Voyager Medical Ltd may also debit from a User’s Account or claim from User, an amount equal to any fees or fines charged by any Card Scheme or Acquirer which are related to the Chargeback or Chargebacks related to User generally.
13.3 If there are insufficient funds in the Account to cover any Chargeback, Voyager Medical Ltd shall be entitled to charge User’s debit card or designated bank account for the amount of the Chargeback (including Voyager Medical Ltd’s expenses and fees associated with the Chargeback, and any fees and fines referred to in Section 8.2). In the event that payment cannot be taken from User’s debit card or designated bank account (for whatever reason) User shall immediately reimburse Voyager Medical Ltd for such amount. Failure to reimburse Voyager Medical Ltd for such an amount within seven (7) calendar days may result in court proceedings being initiated against the User to recover the amount owed, inclusive of interest, court fees and solicitor costs
13.4 If Voyager Medical Ltd consider that Chargebacks on User’s Account are too frequent, Voyager Medical Ltd reserves the right to conduct inspections or impose conditions to govern the Account, including without limitation:
(i) establishing new fees for the processing of Transactions
(ii) asking for a reasonable reserve amount to cover future potential Chargebacks and related fees or fines
(iii) limiting the right of User to withdraw monies from the Account and
(iv) terminating this Agreement and/or terminating the Service.
13.5 User agrees to, at Voyager Medical Ltd’s request, assist Voyager Medical Ltd in verifying any Transactions carried out through the Service. Voyager Medical Ltd may request necessary information from User in order to dispute a Chargeback. Your failure to provide any such requested information promptly may result in an irreversible Chargeback.
13.6 User must provide such reasonable assistance as we may require for the prevention and detection of money laundering or any other fraudulent or criminal activity. We shall, if we see fit, be entitled to suspend the processing of, or withhold payment of, or, in the event we have already credited your Account, debit such Account with, an amount equivalent to the value of any Transaction pending completion of our investigation, for instance where we have reasonable suspicion of a breach of this Agreement or money laundering or any other fraudulent or criminal activity. We may retain such amount until we have concluded our investigations. User agrees our fraud investigators or persons acting on our behalf may attend and have access to your trading premises and business records without prior notification.
14. Licence; Restrictions
14.1 Voyager Medical Ltd grants to User a personal, non-exclusive, royalty free, non-transferable licence to use the Software and the right to use any other of Voyager Medical Ltd’s Mobile Application, Software and Internet-based services required to use the Service. Voyager Medical Ltd grants User the right to download and install updates to the Service as made available to User by Voyager Medical Ltd from time to time.
14.2 User shall not obtain title, copyrights or any other proprietary right to any Software. At all times, Voyager Medical Ltd or its suppliers retain all rights to such Software, including but not limited to updates, enhancements and additions. User shall not disclose such Software to any party, convey, copy, license, sublicense, modify, translate, reverse engineer, decompile, disassemble, tamper with, or create any derivative work based on such Software. User’s use of such Software shall be limited to that expressly authorised by Voyager Medical Ltd. Our suppliers are intended third party beneficiaries of this Agreement to the extent of any terms herein pertaining to such suppliers’ ownership rights and such suppliers have the right to rely on and directly enforce such terms against you.
14.3 Open Source: Certain of the Developer Tools have been (and in the future may be) released by Voyager Medical Ltd under an Open Source licence and are or will be subject to the terms of the applicable Open Source licence. User is responsible for complying with the terms of any Open Source licences required to use the Service.
If you are unhappy with our service in any way, we would like to know. We will do everything we can to resolve your complaints to your satisfaction. Please contact our Customer Services Department at email@example.com or phone 020 7971 7777. For our full complaints procedure please click here.
16. Consumer rights
If the Doctor (a UK or EU-registered medical practitioner) prescribes a medication which you would like us to supply, under the UK Consumer Protection (Distance Selling) Regulation 2000, we are obliged to state the following:
Voyager Medical Ltd
107 The Quant
6 Church Hill
Tel - +44 (0)20 7971 7777
E-mail - firstname.lastname@example.org
16.2 Description of Medication
(subject to prescription requiring completion of the online consultation)
16.3 Emergency Procedure
In the case of an adverse reaction to a medication prescribed by our doctor, please contact doctor@voyagermedical immediately or your GP without delay.
(subject to prescription requiring completion of the online consultation)
If you have ordered the wrong treatment, we can only provide a refund if the parcel is refused upon delivery and remains in the hands of the carrier. If you order the wrong treatment/medicine by accident and receive the parcel, we cannot issue a refund as stipulated in 5.1 above.
16.5 Delivery cost
Charges for delivery may vary depending on your location and desired method of delivery and are indicated on the basket page as well as the final payment page.
We accept the following debit/credit cards Switch - MasterCard – Visa – Maestro UK – and American Express. You may also pay by postal order or by cheque if within the UK however, orders would not be dispatched until receipt and confirmation of payment.
* All prescribed medicines will be supplied and filled by a UK-registered pharmacist, pursuant to a prescription issued by a UK or EU-registered medical practitioner.
17. Shipping & Postage
Voyager Medical Ltd is not responsible for failure of third party companies to deliver medicines to the correct address or within any particular time or date. You are responsible for signing for packages containing medicines, but any signature provided by third parties at the delivery address given by yourself will be deemed to be receipt of the medicines and fulfilment of Voyager Medical Limited’s obligations in dispensing that prescription.
17.1 Delivery conditions imposed on our service by Royal Mail: We cannot give any guaranteed delivery times for orders to non-EU destinations. The maximum delivery time must have elapsed before a claim can be initiated.
Recorded: UK 15 working days
Special Delivery: UK 5 working days
International: 21 working days
In order to process a claim, you may need to participate in the claims procedure by filling out a Royal Mail questionnaire. Please note that is a very simple questionnaire where the contents of the lost parcel will not be specified. If you fail to participate in the claims procedure, no refund or resend can be given as no claim can be made.
17.2 We will not send to a poste restante, casella postale international PO box, Packstation or similar destinations unless you accept that this will be at your own risk. In such situations, the resend/refund policy shall not apply.
All parcels are unmarked and there is no indication outside as to what is in the pack. However, you should be aware that the parcel can be received by anyone at the marked address. It is also possible that the parcel may be left with a neighbour (i.e. a person other than the named recipient) if the consignee is not available at the indicated address. This is up to the delivery man and the delivery company's discretion and thus out of our control.
18. Processing of personal and other data
18.1 Voyager Medical Ltd provides a service to make User’s payments easier and safer. To do this, Voyager Medical Ltd processes personal and other data about User, Cardholders and User’s use of the Service ("Data"). Voyager Medical Ltd processes Personal Data (as defined in the UK Data Protection Act 1998 (as amended or replaced from time to time)) (the “DPA”) in accordance with, and to the extent applicable, the provisions of the DPA.
18.2 Voyager Medical Ltd’s Privacy and Cookies Policy (the current version of which is available on the Website) is incorporated into this Agreement. This Privacy and Cookies Policy may be amended from time to time. User’s continued use of the Service will be an express indication of User’s acceptance of the Privacy and Cookies Policy in force at that time.
18.3 The reason why Voyager Medical Ltd processes Data is to fulfil laws and regulations stating that Voyager Medical Ltd needs to know its Users to ensure that the Service is not inadvertently supporting criminal activity. Voyager Medical Ltd also has its own interests, as well as commitments towards banks and other partners, to be able to thoughtfully manage the risks of fraud and other misuse of the Service. This requires that Data to be collected and processed. In order to process Data Voyager Medical Ltd needs to obtain consent from User that the processing is accepted. User decides whether Data shall be submitted to Voyager Medical Ltd and Voyager Medical Ltd will not process any Data before User has consented to processing under this Agreement. However, please note that User’s consent to the processing of Data is a prerequisite for the use of Voyager Medical Ltd’s services.
18.4 User consents to the following categories of Data being processed by Voyager Medical Ltd: (i) basic data, such as name, address, email address and telephone number; (ii) other data submitted by User, such as logins, personal identity number or company registration no., bank account numbers, other bank information, and all other data submitted to Voyager Medical Ltd websites and/or Software and/or by other means submitted to Voyager Medical Ltd and (iii) Data relating to Transactions carried out through the Service, such as amounts, description of the Transactions, number of items, unit price for the commodity, any discounts, GPS position at the time of the Transaction, details of the hardware used on the Transaction date and other technical data associated with the Transaction. Examples of technical data but not limited to being processed are the device model, operating system version, IP address or other unique identifier of a computer, mobile phone or other device used to use the Service. When logging on to the Website or the Software, data is also processed regarding User's navigation on the Website or the Software, data regarding browsers and operating systems, and data regarding time spent and activities performed on the Website or the Software. In cases where User contacts Voyager Medical Ltd, by mail, email, telephone or otherwise, Voyager Medical Ltd will also process data related to the content and purpose of the contact with Voyager Medical Ltd.
18.5 Following registration by User and depending on the potential risk of User as determined by Voyager Medical Ltd at its sole discretion, Voyager Medical Ltd may from time to time verify User’s identity and obtain a credit report on User by searching User’s record at various credit reporting agencies. Voyager Medical Ltd will thus process address information and credit information (e.g. data of any credit history, census data, risk group classification data, risk forecast data, data on credit limits and such similar data) collected from such agencies. The agencies will add to User’s record details of Voyager Medical Ltd’s search and this will be retained by the agencies and seen by other organisations that make searches. These records will be used by them and by Voyager Medical Ltd to help make decisions about credit and credit related searches and to trace debtors, recover debt, prevent money laundering and fraud and to manage User’s Account. Voyager Medical Ltd will use a credit scoring or other automated decision making system when assessing User’s access to the Service. It is important User gives Voyager Medical Ltd accurate information. Voyager Medical Ltd will check User’s details with fraud prevention agencies and if false or inaccurate information is provided and fraud identified, details will be passed to fraud prevention agencies. This information may be used and accessed by law enforcement agencies. Voyager Medical Ltd and other organisations may also use and access this information to prevent fraud and money laundering, for example when
(i) checking details on applications for credit and credit related or other facilities;
(ii) managing credit and credit related activities;
(iii) recovering debt. Voyager Medical Ltd and other organisations may access and use from other countries the information recorded by fraud prevention agencies. Please contact Voyager Medical Ltd at email@example.com for the details of the credit reference agencies and fraud prevention agencies which Voyager Medical Ltd uses.
18.6 The purpose of the processing of Data is to verify submitted information during decision-making, to administer and fulfil agreements, for risk management and credit assessment purposes, to prevent credit card fraud, to manage and validate claims, for marketing purposes (e.g. to distribute newsletters, promotions and advertising to User's email address and/or User's mobile phone by SMS, MMS or other similar communication systems, customise the content of advertisements and promotions that Voyager Medical Ltd offer User, to improve the Service or to contact User regarding the use of the Service), for method- business - and product development purposes (e.g. to study how the Service is used) and to fulfil Voyager Medical Ltd’s legal oblig