Terms & Conditions
Published on: 03/02/2025 (Version 3)
1. ABOUT THESE TERMS
1.1. These terms and conditions (Terms) set out the terms on which we supply products (Products; which includes prescription only products – Prescription Products) and/or services (Services) to you through our website (Website). You must accept these Terms for us to provide the Products and/or Services to you. By purchasing one or more of our Products and/or Services, you confirm that you accept these Terms and become legally bound by them.
1.2. Please read these Terms carefully. These Terms tell you who we are and other important information. They describe how we sell our Products and/or Services, set out your rights and responsibilities and tell you what to do if there is a problem. These Terms also limit our liability.
1.3. These terms apply when you are purchasing Products and/or Services as a consumer. This means that you primarily use the Products for personal use (and will not use our Products for commercial, business or resale purposes).
1.4. By purchasing our Products and/or Services, you are agreeing to these Terms and the terms of all other policies that we refer to in these Terms such as our Returns and Refunds Policy, our Orders and Shipping Policy. If you do not agree to these Terms, you must not purchase our Products or Services.
1.5. Please note that we reserve the right to update, change or replace any part of these Terms at our sole discretion. However, the terms that apply to your order will be those in force when you submit your order to us. We may sometimes need to update these Terms to reflect any changes to the way our Products and/or Services are provided or to comply with new business practices or legal requirements. You should check these Terms as well as our Website Terms of Use as well as the Privacy Policy every time you wish to purchase our Products and/or Services through the Website to see whether any changes have occurred. The Terms were last modified on the date shown at the top of the document. Your purchase of Products and/or Services after the amended Terms are posted constitutes your agreement to, and acceptance of, the amended Terms. If you do not agree to any changes to the Terms, please do not place any further orders for our Products and/or Services.
1.6. We will collect some personal data about you in order to process your order (e.g. your name, email address, payment details and delivery information). For information regarding how we will process your personal data, please see our Privacy Policy at (https://www.getstride.com/legals/privacy-policy/)
1.7. These Terms cover the terms and conditions if you purchase Products and/or Services via the Website. For information regarding access to and use of our Website, please see our Website Terms of Use at (https://www.getstride.com/legals/terms-of-use/).
1.8. In these Terms, references to you are to you (the person purchasing the Products and/or Services), the person on whose behalf you are purchasing the Products and/or Services, the person who ends up using the Products and/or Services that you have purchased for use by you, depending on the context in which the reference is used.
2. WHO ARE WE?
2.1. We are STRIDE HEALTH GROUP LIMITED, a company incorporated and registered in England and Wales under company registration number 05158025. Our registered office is at 33 Scottow Enterprise Park, Lamas Road, Badersfield, Norwich, England, NR10 5FB (we, us or our). Our VAT registration number is 449152483.
2.2. Our pharmacy’s registered address is Unit 9, Concord Business Centre, Concord Road, London, W3 0TJ and registered with the General Pharmaceutical Council with number 9012267 (Pharmacy).
2.3. Each clinician engaged by us to prescribe Products (Clinician):
2.3.1. is registered in the United Kingdom with the General Pharmaceutical Council;
2.3.2. holds accredited pharmacist independent prescriber qualifications; and
2.3.3. is trained in providing remote consultations and issuing prescription medicine online.
2.4. If you have any questions about these Terms, please contact us using the details below:
2.4.1. Email: hey@getstride.com
2.4.2. Contact Number: +443308225523 (United Kingdom)
2.5. If we have to contact you, then we will do so by telephone (including by text message) or by writing to you at the email address or postal address provided to us in your order. When we use the words “writing” or “written” in these Terms, this includes emails.
3. PLACING AN ORDER
3.1. To purchase one of our Products and/or Services, you need to place an order on our Website.
3.2. To place an order for one of our Products and/or Services, you must be 18 years of age or over. By placing an order for Products and/or Services, you confirm you are in this age range and are legally capable of entering into a binding contract.
3.3. To use our Products and/or Services, you must be 18 years of age or over.
3.4. Subject to clauses 3.5 and 3.6, there may be circumstances where either you purchase Products and/or Services for and on behalf of another person or where you purchase Products and/or Services for use by you but another person ends up using them. If you do purchase the Products and/or Services for and on behalf of another person or if another person ends up using the Products and/or Services that you have purchased for use by you, then you must comply with the terms of clause 9.1.5 before placing an order for and on their behalf or allowing them to use the Products and/or Services.
3.5. You may not purchase Prescription Products on behalf of another person.
3.6. You must not allow another person to use Prescription Products that you have purchased for use by you.
3.7. Please check your order carefully before confirming it. You are responsible for ensuring that your order is complete and accurate.
Where you purchase Prescription Products
3.8. You may purchase a Prescription Product as part of one of our Services.
3.9. We will only approve an order for a Prescription Product (such as a weight loss product) if the Clinician that we have allocated to you has deemed that that Prescription Product is appropriate for you based on the information you have supplied to us and we have obtained from you via consultations or otherwise.
3.10. Whilst the Clinician may decide that a Prescription Product is clinically appropriate for you, they may decide that it is not appropriate for you for other non-clinical reasons. For example, the Clinician may, on the basis of the information available to them at the time, decide that you have not sufficiently understood the information disclosed to you regarding the Prescription Product in question and therefore, it is not safe to prescribe that Prescription Product to you. Where this is the case, the Clinician may (but is under no obligation to) discuss their concerns further with you. If, following any such further discussions with you, the Clinician’s decision remains the same, in so far as the Clinician does not believe that you have understood the information disclosed to you regarding the Prescription Product in question, then the Clinician may, in their absolute discretion, not approve your order for a Prescription Product.
3.11. Your Clinician may need further information from you to make their assessment. Failure to provide any such information on reasonable request may result in us cancelling your order, in which case we will not charge you for your order.
3.12. Once your Clinician has deemed that that Prescription Product is clinically appropriate for you, then we will let you know and will provide written acceptance of your order via email, at which point a contract will come into existence between us and you.
3.13. We will issue your Prescription Product to the Pharmacy and the Pharmacy will dispense and dispatch that prescription only product on the next working day.
3.14. Where you purchase a Prescription Product as part of one of our Services, you will have regular check-ins with your Clinician. Should your Clinician determine that the Prescription Product that we have prescribed to you previously is now clinically inappropriate for any reason, we will stop supplying that Prescription Product to you and will work with you to find an alternative more suitable Product.
Where you purchase a Product that is not a Prescription Product
3.15. You do not need to speak to one of our Clinicians to purchase a Product that is not a Prescription Product.
3.16. As a result, when you order a Product that is not a Prescription Product, we will accept your order when we send you a written acceptance of the order by email, at which point a contract between you and us will be created that is subject to these Terms. We will then send you a shipping confirmation email to let you know once your order has been dispatched.
3.17. Our Website is for the promotion of our Products and our Services in the UK and the EU (excluding France). We will also supply our Products and Services to countries globally, provided that there are no country specific restrictions preventing us from promoting our products. You are responsible for understanding your local legislation prior to placing your order. Refer to the Orders and Shipping Policy (https://help.getstride.com/en-US/articles/orders-&-shipping-90913) to check whether we ship to your country.
3.18. If we are unable to accept your order, we will notify you as soon as possible. This may be because a Product is out of stock, because of unexpected limits on resources (which we could not reasonably plan for), because of an error in the price or description of the Product you have ordered, because of a country-specific restriction regarding the Product you have ordered or because we are unable to meet a delivery deadline you have specified.
3.19. If you would like to make any changes to your order after you have submitted it, please contact us at hey@getstride.com as soon as possible, and we will let you know if it is possible to change your order. If it is possible to change your order, then we will let you know about any changes to the price of your order, the timing of supply or anything else that would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change, or the changes in price or timing or anything else are not acceptable to you, then you may want to end the contract (clause 8 of these Terms).
4. SUBSCRIPTION
4.1. You may order our Products on a monthly or quarterly basis (as applicable) (Subscription).
4.2. Where you have a Subscription with us, you provide us with authority to charge your payment card for the specified amount on approval of your order and at monthly or quarterly intervals (as applicable) after such approval, until you cancel your Subscription in accordance with the provisions below.
4.3. You will receive an email before your subscription is due to come to an end letting you know that your Subscription is coming to an end (and the date on which it is due to come to an end) and with information on how to cancel or renew your Subscription.
4.4. If you do not want to renew your Subscription, then you must let us know by sending an email to hey@getstride.com before the date on which it is due to come to an end. We will confirm receipt of your cancellation in writing your monthly or quarterly (as applicable) payments will stop after the date on which your Subscription ends.
5. OUR PRODUCTS
5.1. Descriptions of the Products and the supporting services are as set out on our Website at https://www.getstride.com
5.2. Whilst we display the images of the Products as accurately as possible, there may be minor variations between the images as they are displayed on the Website and the Products you receive.
5.3. When providing our Products to you:
5.3.1. we will provide our Products to you in accordance with these Terms;
5.3.2. we will comply with all applicable laws;
5.3.3. our Products will conform with the description set out in the order;
5.3.4. our Products will be free from material defects;
5.3.5. our Products will be of satisfactory quality.
5.4. On receiving your order, and before using any Product, you should read any information that accompanies it and you acknowledge and agree that you will use the Product only in strict accordance with any such information. Your failure to do so is at your own risk.
6. DELIVERY
6.1. We will deliver your selected Products according to your chosen delivery method, as set out in our checkout process. The cost of delivery will be displayed to you on our Website when you place the order.
6.2. While we make every effort to deliver our Products to you on your chosen delivery date or as soon as reasonably possible and in any event within 7 working days (where the chosen delivery address is in the UK) and 10 working days (where the chosen delivery address is outside of the UK) of accepting your order, time of delivery is not guaranteed. Refer to our Orders and Shipping Policy for more information: https://help.getstride.com/en-US/articles/orders-&-shipping-90913.
6.3. The Products will be your responsibility from the time we deliver them to the address you gave us in your order.
6.4. If our chosen delivery partner cannot deliver the Product(s) to you and you have not been in touch with our chosen delivery partner (or us, where appropriate) within a reasonable time to rearrange delivery, then we may cancel our contract with you. The delivery partner’s terms and conditions will apply to the delivery of Products and/or Services.
6.5. You own the Products once we have received payment in full for those Products.
6.6. We may suspend the supply of a Product:
6.6.1. to deal with technical problems or make minor technical changes; or
6.6.2. update the Product to reflect changes in the relevant laws and regulatory requirements.
6.7. We will contact you in advance to tell you we will be suspending the supply of the Product, unless the problem or change is urgent or an emergency. You may contact us to end the contract for a Product if we suspend it or tell you we are going to suspend it and we will refund you any sums you have paid in advance for the Product in respect of the period after you end the contract.
7. PRICE AND PAYMENT
7.1. The price for our Products will be shown on the Website and as set out in your order (Price). The Price is inclusive of VAT.
7.2. Prices for our Products may change at any time. This will not affect existing orders unless:
7.2.1. the information you provided us in relation to your order was materially different from the information we required in order to provide the Products; or
7.2.2. there has been an error on the Website regarding the price of any of our Products, which affects your order. If this happens, then we will try to contact you using the contact details you provided when you placed your order. We will give you the option to re-confirm your order at the correct price or cancel it, save in circumstances where the pricing error is obvious and unmistakable and could reasonably be recognised by you as a mispricing, in which case we may end the contract, refund you any sums you have paid and require the return of any Products provided to you.
7.3. We will charge the Price to the credit or debit card or online payment option you provided when we accept the order. All amounts due must be paid in full in advance.
7.4. We accept card payments and online payments as indicated at checkout. All credit card and debit card payments must be authorised by the relevant card issuer and you will be required to comply with their terms of issue and service as well as any terms and conditions you may be directed to by the payment provider at the time of submitting your order, including during checkout . For example if you enable Shop Pay as a payment provider you will be obliged to comply with their terms of use of that option which may be amended from time to time.
7.5. We use commerce platforms including Stripe, (https://stripe.com/gb), Shopify Inc. (https://www.shopify.com/) and Skio (https://skio.com/), as part of our order processing. Whilst we utilise these platforms including their Apps they are not a marketplace and any contract of sale is between you as the customer and us as the seller. These Terms, together with the Website Terms of Use and Privacy Policy cover all aspects of the transactions between you and us placed through the Website. We are the seller of record and not the commerce platform operator. In order for us to comply with our terms of use of these commerce platforms, you must ensure that any details you provide to these commerce platforms including during checkout are true and accurate and that an order is not being placed for any illegal or unauthorised purpose. You will further be required to comply with any terms these commerce platforms/apps/payment options indicate apply to you, including at the checkout stage.
8. YOUR RIGHTS TO END THE CONTRACT
8.1. You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract.
8.2. To cancel your order, please email us at hey@getstride.com or call us at +443308225523 (United Kingdom). You can also copy and paste the following model cancellation form wording to your email to cancel your order:
"To [Company name]
My name is [Insert your full name].
I am giving notice to cancel my contract for a [insert details of Products]. I placed this order on [Insert Date] and received confirmation on [Insert Date]."
8.3. To help us process your cancellation more quickly, please have your order details ready or include them in the email you send to us.
8.4. If you have changed your mind about the Products and/or the Services that you have ordered, then you may be able to end the contract.
Products
8.4.1. For Products other than Prescription Products, you have 14 days from the date we deliver those Products to change your mind and cancel your order. This does not apply to perishable products, bespoke or personalised products, or any products that have a protective or hygiene seal if that seal has been broken after you receive it.
8.4.2. For Prescription Products, you do not have the right to change your mind once the Prescription Product in question has been dispensed, as the Pharmacy cannot reuse the Products for other orders. If you no longer want your Prescription Products, then please take them to a local pharmacy for safe disposal. In this case, we are under no obligation to offer you a refund of the Price of the Products or the delivery costs.
8.4.3. You may be eligible to cancel your order before the Pharmacy has dispensed your medication. Your eligibility to a full refund would not apply if your order was a special order and it has been specially manufactured or sourced by the Pharmacy, as they incur additional cost in fulfilling that order.
8.4.4. If a medication is dispensed incorrectly by the Pharmacy, i.e. the medication delivered is different to the medication on the prescription, in this circumstance, we will arrange with the Pharmacy for a courier to collect the incorrect item so that the correct medication can be re-delivered at no additional cost. We may offer a refund rather than a replacement if you prefer.
8.4.5. If your order is for one of our Products other than Prescription Products, then you must return those Products to us within 14 days of telling us that you have changed your mind and you will be required to pay the costs of return. Any Products that you return to us must be in new and unused condition and, to the extent possible, in their original packaging.
8.4.6. We will refund you the Price you paid for the Products other than Prescription Products by the method you used for payment, but we may reduce your refund of the Price (excluding delivery costs) if you have handled those Products in a way that would not be permitted in a shop. For example, if you open those Products. The maximum refund for delivery costs will be the costs of delivery of the least expensive delivery option that we offer.
8.4.7. If the Products other than Prescription Products have been dispatched to you, then your refund will be made within 14 days from the day on which we receive those Products back from you or if earlier, the day on which you provide us with evidence (such as proof of postage) that you have sent those Products back to us. In all other cases, your refund will be issued within 14 days of you telling us that you have changed your mind.
Services
8.4.8. For Services, you have 14 days from the day we confirm that we have accepted your order to change your mind.
8.4.9. You have to pay for Services you received before you told us you changed your mind.
8.4.10. If your order is for one of our Services, then we will refund you as soon as possible to the method you used for payment, and within 14 days of your telling us that you have changed your mind.
8.5. If the Products are faulty or misdescribed, then you may have a legal right to end the contract.
8.5.1. We will pay the costs of return.
8.5.2. We will refund the Price and the delivery costs to you on your original payment method promptly upon receiving the Products within 30 days of the date of delivery of the Products.
8.5.3. If your Products are faulty or misdescribed, please contact us as soon as reasonably possible.
8.6. If you are dissatisfied with your Products and/or Services, then you may be able to qualify for our “Money Back Guarantee” scheme. This only applies to certain Products and Services. For more information, please refer to the FAQ section of the Product or Service that you are buying to check whether our Money Back Guarantee scheme applies.
8.7. In any event, please refer to our Returns and Refund Policy in our Help Centre (https://help.getstride.com/en-US/articles/returns-and-refunds-91096) for more information.
9. YOUR OBLIGATIONS AND RESTRICTIONS
9.1. You agree that:
9.1.1. you will provide complete and accurate information when placing an order;
9.1.2. you are responsible for making sure that the information you provide us in order to enable us to provide the Products is correct;
9.1.3. at the time of placing an order for our Products and/or our Services, you are 18 years of age or over;
9.1.4. you have read and understood the terms of any consent form that you are asked to sign when you purchase a Product or a Service;
9.1.5. where you are purchasing the Products and/or Services for and on behalf of another person:
9.1.5.1. that other person is 18 years of age or over at the time of your order;
9.1.5.2. you will bring these Terms to that other person’s attention and that other person agrees that their use of our Products and/or Services will be governed by these Terms.
9.1.6. you will comply with these Terms and any other documents referred to in it when placing an order for Products; and
9.1.7. in reading and accepting these Terms, you are aware of and understand your rights and responsibilities, and if you are not sure, you have contacted us using the contact details in clause 2.4, for help or more information.
9.2. Certain Services involve the collection of biological samples (e.g. DNA, faecal matter, blood) using a home test kit. You acknowledge and agree that home test kits and collected biological samples have a limited shelf life and so must be used (in the case of biological sample test kits) and collected (in the case of biological samples) within the certain timeframes in order for us to be able to analyse your sample.
9.3. To analyse a biological sample that you send to us (“Sample”), you must:
9.3.1. unless indicated otherwise by us, send us the Sample within five days of you collecting it; and
9.3.2. have collected the Sample using a home test kit that we delivered to you either not more than six months prior to the Sample being collected, or not more than the expiry date displayed on the test kit, whichever is soonest.
9.4. If you do not comply with the provisions of clause 9.3, then we will not analyse the Sample.
9.5. If you do not use a home test kit within six months of delivery of that test kit, then we will not refund you the price of the Service for which the test kit was provided, or offer you a replacement test kit.
10. OUR RIGHT TO END THE CONTRACT
10.1. We may terminate any and all contracts we have with you at any time by contacting you in writing if:
10.1.1. you commit a serious breach of these Terms; or
10.1.2. you fail to pay any amount due under a contract (including a Subscription) on the due date and you still do not make payment within seven (7) days of our reminding you that payment is due.
10.2. Our right to terminate any and all contracts with you does not affect any of your rights.
11. OUR LIABILITY TO YOU
11.1. We cannot exclude our liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors, for breach of your rights in relation to the Products and/or Services or for fraud or fraudulent misrepresentation.
11.2. We are not legally responsible for any:
11.2.1. business losses such as any loss of profit, loss of business, business information or loss of business opportunity when you have used the Products and/or Services for any commercial, business or resale purpose; or
11.2.2. loss or damage that was not foreseeable. By ‘foreseeable’, we mean that, when the contract was made, it was either clear that such loss or damage would occur, or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).
11.2.3. losses you incur where the Products are delayed or cannot be performed because you fail to make the delivery location available to us, or fail to prepare the location as required for us to provide the Products, or fail to provide us with adequate and accurate instructions or information to allow us to perform the Service (for example, failure to provide adequate information in your survey).
12. GENERAL
12.1. You are not allowed to transfer your rights or obligations under these Terms to anyone without our prior written consent. We may transfer our rights and obligations under these Terms to another business without your consent, but we will notify you of the transfer and make sure that your rights are not adversely affected as a result.
12.2. If any provision of these Terms (or part of any provision) is or becomes illegal, invalid or unenforceable, the legality, validity and enforceability of any other provision of these Terms will not be affected.
12.3. If you breach these Terms and we take no action at the time of that breach, then we will still be entitled to take steps against you at a later date and it does not mean that you do not have to take steps to remedy the breach.
12.4. Under this contract, notices must be in writing and sent to the other party's address or email address, as set out in the order confirmation. After sending, letters sent in the United Kingdom will be deemed delivered in 3 business days (excluding English Bank Holidays). Emails will be deemed delivered the same day (or the next business day if sent on a non-business day or after 5pm on any business day at the recipient's location).
12.5. Our contract with you and these Terms represent the entire agreement between us and replace any previous terms and conditions that you have been provided with.
12.6. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
12.7. If you are using our Website as a consumer, then our contract with you, these Terms, and any dispute or claim arising out of them will be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction to settle such disputes or claims, save that:
12.7.1. if you live in Scotland you can bring a claim in respect of the Products in either the Scottish or the English courts;
12.7.2. if you live in Northern Ireland you can bring a claim in respect of the Products in either the Northern Irish or the English courts.
12.8 If you are using our Website for the purposes of your trade, business, craft or profession, then the laws of England and Wales apply to these terms. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.