Terms & Conditions

Last updated: 15 April 2026

Introduction
Other Applicable Terms
Regulatory Compliance
Eligibility
Nature of Our Services
Identity Verification
Online Consultations
Your Responsibilities
Registration and Your Account
No Guarantee of Treatment
Ordering and Payment
Repeat Prescriptions and Subscriptions
Refusals, Cancellations and Refunds
Delivery
Adverse Reactions and Pharmacovigilance
Access to Our Website
Acceptable Use
Intellectual Property
Data Protection
Account Suspension or Termination
Limitation of Liability
Warranties
Force Majeure
Linking to Our Website
Links on Our Website
Complaints
Severability
Waiver
Governing Law
Changes to These Terms

1. Introduction

The trimu website (trimu.com) is owned and operated by AO Health Ltd, a company incorporated in England and Wales with company number 16472317 and registered office at Unit 1, Dragonville Industrial Park, Dragon Lane, Durham, DH1 2XJ.

References to “we”, “us” or “our” mean AO Health Ltd trading as trimu.

These Terms & Conditions affect your legal rights and obligations. Please read them carefully. By accessing or using the trimu website or services, you confirm that you have read and understood these Terms & Conditions, agree to be legally bound by them, and agree to our Privacy Policy.

If you do not agree, you must not use our services.

If you need help or have questions, contact us at: [email protected]

We reserve the right to update these Terms from time to time. If we do, the updated version will be effective as soon as it is accessible on our website. You are responsible for reviewing these Terms regularly so that you are aware of any changes. Where material changes are made, we will notify you by email or through the website.

2. Other Applicable Terms

You should also familiarise yourself with:

Privacy Policy – sets out how we handle the personal data we collect from you and the data you provide to us, including special category health data.

Cookies Policy – explains how we use cookies and similar technologies on our website.

These documents form part of our agreement with you.

3. Regulatory Compliance

As a healthcare service, we are required to comply with a range of regulatory requirements, including the Health and Social Care Act 2008.

CQC Registration

trimu is registered with the Care Quality Commission (CQC). Our CQC registration number is 1-26726129808.

GPhC Registration

Our GPhC registration number is 1037748.

Dispensing Pharmacy

Prescriptions are dispensed by Blue House Pharmacy, 1 Heworth Road, Concord, Washington, NE37 2PY.

ICO Registration

We are registered with the Information Commissioner’s Office (ICO). Our registration number is ZB930745.

Our clinicians are registered and regulated by relevant UK regulators including the General Medical Council (GMC), the General Pharmaceutical Council (GPhC), and, where applicable, the Nursing and Midwifery Council (NMC).

4. Eligibility

Our services are available only to individuals who are:

Aged 18 years or over
Resident in the United Kingdom
Ordering for themselves only

You must not use trimu on behalf of another person. We reserve the right to cancel your order and suspend or cancel your account if you are, or we have reason to believe you are, not eligible to use our services.

We reserve the right to cancel your order and suspend or cancel your account if we have reason to believe you are using an address forwarding service to receive medication outside the United Kingdom.

5. Nature of Our Services

trimu provides:

Online medical consultations
Clinical assessment by UK-registered healthcare professionals
Prescriptions where clinically appropriate
Dispensing and delivery of medication via our partner pharmacy

Important:

We do not provide emergency medical care
Our services do not replace your GP, NHS services, or emergency services
Our services are supplementary to NHS care
All content on trimu is general information and is not intended to amount to medical advice on its own

If you believe you are experiencing a medical emergency, contact 999 or 111 immediately.

6. Identity Verification

If your treatment includes a prescription-only medicine, we may verify your identity before your order is processed.

We may use third-party verification partners to match your data against publicly available databases. The data shared for verification may include your name, date of birth, and address.

If we are unable to verify your identity electronically, we may ask you to provide a copy of your passport, driving licence, or other photographic identification. These documents are stored securely and processed in accordance with our Privacy Policy.

7. Online Consultations

Some of our products and services require you to complete an online consultation. This includes a questionnaire about your health and wellbeing that you complete before receiving treatment.

You must complete the consultation truthfully and to the best of your knowledge. The consultation must be completed by you, for you. If you are unsure of an answer, check with your regular healthcare provider before submitting.

We and our clinical team will rely on your responses for the purposes of medical assessment and to determine whether a treatment is suitable for you.

If you do not understand something in the questionnaire, please contact us and we will provide the information you need.

7.1 GP Notification

You should always tell your GP about any treatment and medication we supply. During the consultation process, we will give you the option of sharing your information with your GP. We strongly recommend you consent to this, as it ensures your GP has a complete picture of your medical treatment.

In certain circumstances, our clinicians may be obliged to share information with your GP or another healthcare provider in the interests of patient safety, regardless of whether you have consented.

8. Your Responsibilities

You agree to:

Provide accurate, complete, and truthful medical information
Update us promptly if your medical circumstances change, including any new diagnosis, new medication, or adverse reaction
Follow all medical advice and instructions provided
Use prescribed medication only as directed
Read all product packaging and patient information leaflets carefully before use
Ensure that only you have access to your medicines
Return any unused medication to your local pharmacy for safe disposal

Providing false, misleading, or incomplete information may put your health at risk, result in refusal of treatment, void any entitlement to refunds, and limit or exclude our liability.

9. Registration and Your Account

By signing up with trimu, you are creating an electronic patient record which will contain your personal details, treatment history, consultations, and related clinical information.

You acknowledge and agree that we may archive your electronic patient records, including your personal information and treatments, for a minimum of 10 years following your last order or prescription, in line with CQC and NHS records management requirements.

You are responsible for:

Maintaining the confidentiality of your account login details
Providing your correct name, address, date of birth, email, telephone number, and GP details
Restricting access to your account to prevent unauthorised use

Please contact us immediately if you believe someone has accessed your account without your permission.

You agree not to register more than one account with trimu. We reserve the right to suspend or cancel your account if you have, or we have reason to believe you have, created multiple accounts.

10. No Guarantee of Treatment

Submitting a consultation does not guarantee that a prescription will be issued, treatment will be approved, or medication will be supplied.

All clinical decisions are made independently by our clinicians, based on your medical information, and in accordance with professional, ethical, and legal obligations.

We reserve the right to:

Refuse treatment
Cancel an order
Recommend alternative treatment or care
Refer you back to your GP or another healthcare provider

Professional codes of conduct and legal restrictions may limit the quantity and frequency of any product we are permitted to supply.

11. Ordering and Payment

11.1 Payment Authorisation

We authorise payment at checkout. Funds are only captured if treatment is approved by our clinical team. If treatment is refused, no payment is taken.

11.2 Pricing

Prices displayed generally exclude VAT, as most prescription medicines are VAT-exempt in the United Kingdom. No consultation fees or administration fees currently apply. Prices are confirmed at checkout and will not change after payment is captured.

Prices for our products and services are subject to change without notice. We are not liable to you or any third party for any price change.

11.3 Cancellation Before Clinical Review

You may cancel your order before a consultation has been reviewed by a clinician by contacting us. Once a consultation has been reviewed, cancellation may no longer be possible.

12. Repeat Prescriptions and Subscriptions

Where applicable, prescriptions may be issued on a repeat basis. The number of repeats and prescription duration are determined by our clinician’s medical assessment.

Your repeat prescription will expire when you have exhausted all repeats or the duration of the prescription has expired, whichever comes first.

You will receive an email before your prescription expires, with information on how to renew.

You can request to cancel or pause your prescription at any time by contacting customer support at [email protected], or through your account settings.

Once you have paused or cancelled, you will no longer receive or be charged for automatic deliveries. However, if medication has already been dispensed, we will be unable to issue a refund.

We reserve the right to cancel your subscription and not supply further medication if you notify us of significant side effects or an adverse change in your medical condition. We will cancel your subscription if you inform us that you do not wish to receive further medication.

13. Refusals, Cancellations and Refunds

13.1 Treatment Refusal

If treatment is refused by our clinical team, no payment will be captured and the order will be cancelled.

13.2 Dispensed Medication

Once medication has been approved, dispensed, and dispatched, it cannot be cancelled, returned, or refunded, in accordance with UK medicines law.

This is because prescription medicines are exempt from the 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

13.3 Damaged or Incorrect Products

You may return a product if it is damaged, defective, or if the wrong product has been sent to you. We may require photographic evidence. If confirmed, we will either replace the product or refund the amount you paid.

13.4 Refund Method

If you are entitled to a refund, it will be processed using the same payment method you used. Refunds will typically reach your account within 5 working days of being issued.

14. Delivery

Delivery is available within the United Kingdom only. Delivery times are estimates and not guarantees.

Your delivery will be posted through the letterbox where possible and does not normally require a signature. It is your responsibility to ensure that nobody else can access the products delivered to you. Please take particular care if children or animals are present in your household.

Responsibility for the medication passes to you once it has been delivered to the address you provided.

You are responsible for following all storage and usage instructions, including temperature-sensitive requirements.

14.1 Delayed or Lost Deliveries

There may be instances where your delivery is delayed due to circumstances outside our control. We cannot accept responsibility for these delays, but we will do what we reasonably can to resolve the issue.

If your delivery has been delayed by more than 7 days, please contact us and we will issue a redelivery free of charge.

If your delivery has been delayed being dispatched for any reason, you are entitled to request cancellation of the delivery and receive a full refund.

15. Adverse Reactions and Pharmacovigilance

If you experience any side effects or adverse reactions from medication supplied by trimu, you should:

Stop taking the medication if you believe it is causing you harm
Contact us immediately at [email protected]
Report side effects via the Yellow Card Scheme at yellowcard.mhra.gov.uk or by calling 0800 731 6789
Seek urgent medical attention if you experience a serious adverse reaction

We have a legal obligation to report certain adverse events to the Medicines and Healthcare products Regulatory Agency (MHRA). By using our services, you consent to us reporting adverse events as required by law.

16. Access to Our Website

We reserve the right to restrict access to certain parts of our website at any time.

Your account information (login details, password, or any other identifying information) is strictly confidential and must not be shared with any third party.

Our website is for your personal use. You agree not to use our website or its content for any commercial or business purposes without our prior written consent.

You must not attempt to gain unauthorised access to our website, the server on which it is hosted, or any connected server, computer, or database. This is a criminal offence under the Computer Misuse Act 1990. We will report any suspected breach to the relevant authorities and disclose your identity.

17. Acceptable Use

Any material you contribute or upload to our website must be true, accurate, and correct, comply with applicable law, and must not:

Defame any person
Be obscene, offensive, hateful, or inflammatory
Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation, or age
Infringe any copyright, database right, or trademark
Be likely to deceive any person or misrepresent your identity

You must not knowingly transmit any data that could be harmful to our website, including viruses, trojans, worms, spyware, or other malicious software.

18. Intellectual Property

All content on the trimu website, including text, branding, logos, software, and design, is owned by or licensed to AO Health Ltd and is protected by intellectual property laws. All such rights are reserved.

You may print one copy and download extracts of any page for your personal reference only, not for commercial use. You may not modify any materials you have printed or downloaded. You may not copy, reproduce, distribute, or exploit any content without our prior written consent.

19. Data Protection

We process your personal data, including special category health data, in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Full details of how we collect, use, store, and share your data are set out in our Privacy Policy.

In particular, you should be aware that:

We share your medical information with our dispensing pharmacy (Blue House Pharmacy) for the purpose of fulfilling your prescription
We may share your information with your GP where you consent, or where patient safety requires it
We retain patient records for a minimum of 10 years in line with CQC and NHS records management guidance
Our lawful basis for processing health data is your explicit consent and/or the provision of healthcare

20. Account Suspension or Termination

We reserve the right to suspend or close your account without notice if we reasonably believe you have:

Provided false information
Misused the service
Engaged in fraud or abuse
Behaved in a threatening or inappropriate manner towards our staff or clinicians
Breached these Terms
Created multiple accounts

Any suspension or termination is without prejudice to any rights we may have against you in respect of any breach.

21. Limitation of Liability

Nothing in these Terms limits our liability for death or personal injury arising from our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under applicable law.

Subject to this:

Our total liability to you is limited to the amount you paid for the relevant service or product
We are not liable for any loss or damage resulting from inaccurate information provided by you
We are not liable for any loss or damage resulting from your failure to follow medical advice
We are not liable for any loss or damage resulting from your failure to pass on relevant information to your regular healthcare provider
We are not liable for any indirect or consequential losses, including loss of profits, income, or anticipated savings

You agree that our service does not replace your GP or regular healthcare provider.

22. Warranties

The content of our website may change, be updated, or be suspended at any time. We do not guarantee that the information published on our website is accurate, complete, or up to date at all times, or that the website will be available without interruption.

We are not liable, and you are not entitled to compensation, if the website is discontinued, if any content is inaccurate, or if any service is changed or withdrawn.

23. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including postal or courier delays, system failures, supplier issues, acts of God, pandemics, regulatory changes, or industrial action.

24. Linking to Our Website

You may link to our homepage, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not suggest any form of association, approval, or endorsement by trimu where none exists. You must not frame our website on any other site.

There are strict regulations on promoting medication. If you link to our website, you may only refer to trimu as an online health platform. You must not mention specific medications.

25. Links on Our Website

Our website may contain links to other websites. These links are provided for your information only. We have no control over their content, cannot guarantee their accuracy, and accept no responsibility for any loss or damage arising from their use.

26. Complaints

If you have a complaint about our service, please contact us at: [email protected]

We aim to acknowledge complaints within 2 working days and to resolve them as quickly and fairly as possible.

If you are not satisfied with our response, you may escalate your complaint to the following regulators:

Care Quality Commission (CQC) – cqc.org.uk
General Pharmaceutical Council (GPhC) – pharmacyregulation.org
Parliamentary and Health Service Ombudsman – ombudsman.org.uk

27. Severability

If any provision of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, that provision shall be construed as nearly as possible to reflect the original intention, and all other provisions shall remain in full force and effect.

28. Waiver

Our failure to exercise or enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

29. Governing Law

These Terms, their subject matter and formation, are governed by the laws of England and Wales.

You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. 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.

30. Changes to These Terms

We may update these Terms from time to time. The latest version will always be available on our website. Where changes are material, we will notify you by email to the address associated with your account, or by a prominent notice on our website, before the changes take effect.

Your continued use of our services after changes have been published constitutes acceptance of the updated Terms.

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