Terms of Sale

Important. These terms apply when you buy a product or service through MYTRT. A purchase never guarantees that a clinician will diagnose a condition, prescribe a medicine or consider a particular treatment safe or appropriate. Prescription decisions are made independently by an appropriately registered clinician.

These Terms of Sale explain how orders, clinical reviews, tests, prescriptions, subscriptions, delivery, cancellations and refunds work. They should be read with our Website Terms, Privacy Notice, Cookie Policy, Complaints Policy and Patient Conduct Policy.

Key contract information

Topic	Summary
MYTRT operator	Elevate Healthcare Group Limited, company number 16231959, 71–75 Shelton Street, London, England, WC2H 9JQ
Customer contact	help@mytrt.com; 0800 157 7521, Monday–Saturday, 8am–6pm
Clinical services	Delivered with MessageGP Limited, company number 13294053, whose Head Office is CQC-registered for treatment of disease, disorder or injury
Dispensing pharmacy	Smartway Pharma Limited, 10 Lyon Road, London, SW19 2RL, GPhC pharmacy registration 9010774
Eligibility	Adults aged 18 or over who are resident in, and requesting delivery or care in, the United Kingdom, subject to service-specific criteria
Minimum term	TRT treatment carries a three-month minimum term, which restarts each time a prescription is delivered to you. Blood tests, consultations and other one-off purchases carry no minimum term. See section 11.6
Cancellation	Statutory rights vary between goods, services, digital content and medicines. Section 14 explains when a cooling-off right applies and when it may be reduced or lost. Section 11.7 explains how to give notice to end treatment
Complaints	Contact the Medical Director at help@mytrt.com or use the routes in our Complaints Policy

1. Who we are and how the service is provided

1.1 MYTRT and the commercial contract

The MYTRT website and brand are operated by Elevate Healthcare Group Limited (“MYTRT”, “we”, “us” or “our”), a company registered in England and Wales under number 16231959, with registered office at 71–75 Shelton Street, London, England, WC2H 9JQ. Unless the checkout or service information clearly identifies another seller, your commercial contract for a MYTRT order is with Elevate Healthcare Group Limited.

1.2 Clinical services

Regulated clinical services are delivered in partnership with MessageGP Limited, company number 13294053. MessageGP Limited’s Head Office is registered with the Care Quality Commission under location 1-19168451673, within provider 1-17195141915, for the regulated activity of treatment of disease, disorder or injury. [1]

The clinician remains professionally responsible for the assessment and any prescription. Nothing in these terms requires a clinician to act contrary to clinical judgement, professional standards, prescribing guidance or patient safety.

1.3 Pharmacy services

Prescription medicines are dispensed and supplied by Smartway Pharma Limited, a registered pharmacy at 10 Lyon Road, London, SW19 2RL, GPhC pharmacy registration 9010774. The superintendent pharmacist is Kirti Patel, GPhC registration 2038302. The pharmacy is responsible for its dispensing and pharmacy-professional functions.

1.4 Other providers

We use diagnostic laboratories, phlebotomy providers, delivery services and technology providers. A third party may have its own terms for a separately booked service. We will identify this where reasonably practicable before you commit to the relevant service.

2. Who may order

You may order only if you are 18 or over, have legal capacity to enter a contract, are resident in the United Kingdom, and provide a UK delivery address where physical delivery is required. Certain services have additional clinical, geographic, identity, technology or testing criteria.

You must order for yourself unless we have expressly authorised another arrangement. You must not create an account in another person’s name, obtain prescription medicine for another person, or resell a test, protocol, supplement, medicine or service.

We may use reasonable age, identity, address, payment or eligibility checks. We may decline or cancel an order if we cannot complete a required check, suspect fraud or misuse, cannot lawfully provide the service, or determine that the order is outside the service’s scope.

3. Product and service information

The website describes the principal characteristics and current price of each offering. Depending on the selection, an order may include one or more of the following:

Offering	What it may include
Blood testing	A home-sampling kit or clinic/phlebotomy appointment, laboratory analysis, results and any clinician report expressly included in the product description
Clinical consultation	Review of submitted information and, where included or clinically needed, secure messages, telephone or video contact
Treatment pathway	Clinical assessment, testing, monitoring and access to a prescription pathway where appropriate; a prescription is never guaranteed
Prescription medicine	Dispensing and delivery by the registered pharmacy after a valid prescription and completion of pharmacy checks
Non-prescription products or supplements	The products and quantities described on the product page; these are not a substitute for diagnosis or prescribed treatment
Subscription	Recurring access, products or services described at checkout for the stated billing interval and minimum term, if any
Optional third-party service	A scan, clinic appointment or other service supplied under the identified provider’s terms

Images and packaging are illustrative and may change. Colour, dimensions and presentation may vary slightly. We do not make a therapeutic claim beyond the authorised product information, clinician advice and information lawfully provided on the relevant product page.

4. How an order is formed

4.1 Your order

The website allows you to check and amend an order before submission. You are responsible for checking the selection, quantities, address, personal information, price, billing interval and any request for immediate performance.

4.2 Acknowledgement is not acceptance

An automated email, payment authorisation or on-screen acknowledgement confirms that we have received the order; it does not necessarily mean that we have accepted it. We may need to complete payment, identity, eligibility, stock, pharmacy or clinical checks first.

4.3 Acceptance

A binding contract is formed for the relevant component when we expressly accept it, begin the service at your request, dispatch the goods, or otherwise confirm acceptance—whichever occurs first for that component. A mixed order may produce separate contracts or acceptance points for a kit, laboratory service, consultation and medicine.

4.4 If we cannot accept an order

We may reject or cancel an order before acceptance because a service is unavailable; an item is out of stock; a price or description contains an obvious error; a required check fails; you are ineligible; the delivery area is unsupported; the order breaches these terms; or a clinician or pharmacist determines that proceeding would be unsafe or unlawful. We will explain the practical outcome and release or refund any amount taken for an unprovided component.

5. Clinical assessment and prescribing

5.1 Complete and accurate information

You must answer clinical questions honestly, completely and to the best of your knowledge. Omitting a medicine, condition, symptom, test result, allergy or other material fact may make remote care unsafe.

5.2 Additional verification

A questionnaire alone may be insufficient for prescribing. A clinician may require secure two-way communication, identity checks, repeat or venous blood tests, observations, photographs, documents, GP or regular-prescriber information, access to an appropriate care record with lawful authority, or an in-person assessment.

5.3 Independent clinical decision

The clinician decides whether a treatment is indicated, safe and appropriate. The clinician may decline, defer, alter or stop a proposed treatment; request further evidence; recommend in-person or NHS care; or refer you to another service. A previous prescription, low test result, payment, membership or recommendation does not entitle you to a prescription.

5.4 Information sharing for safe care

A clinician may ask to share relevant information with your GP or regular prescriber. If you decline a disclosure for which consent is sought, the clinician will assess whether it remains safe and professionally appropriate to proceed. The service may be unable to prescribe or continue treatment if essential information cannot be verified or shared.

5.5 Emergencies

MYTRT is not an emergency service. Do not wait for an online response if you have severe symptoms or believe someone is at immediate risk. Call 999 for an emergency or use NHS 111 for urgent advice where appropriate.

6. Blood tests and diagnostic services

6.1 Collection method is part of the product

The required sample type and collection method are material features of the test. You must use the method shown on the product page, at checkout and in the kit instructions. The current principal MYTRT tests are distinguished as follows:

MYTRT test	Required collection method
Initial Testosterone Blood Test	A patient-performed capillary finger-prick sample collected by you at home using the supplied kit, then packaged and returned to the laboratory in accordance with the instructions. [6]
Advanced Testosterone Blood Test	A venous blood sample collected from a vein by a suitably trained and competent healthcare professional. It is not a patient self-collection test. Depending on the option selected at checkout, collection may take place at a clinic, during an arranged home visit, or through a kit-only option where you arrange your own qualified collector. [7]

The product page states the current biomarkers, eligibility requirements, timing instructions, collection options, laboratory analysis and any clinician review included in the price.

6.2 Initial Testosterone Blood Test: at-home capillary collection

The Initial Testosterone Blood Test is intended for you to perform yourself at home. You must read and follow the finger-prick, timing, identification, sample-volume, packaging and return instructions. Use only the supplied collection equipment, do not share the kit, and do not ask another untrained person to perform a procedure outside the instructions.

A delay, inadequate volume, contamination, clotting, haemolysis, labelling error, temperature or transport issue, or biological limitation may prevent analysis. If you are unable or unwilling to perform the capillary collection safely, contact us before using the kit so we can explain the available options; this does not guarantee that an alternative collection service is included in the price.

6.3 Advanced Testosterone Blood Test: professional venous collection

The Advanced Testosterone Blood Test requires venous collection by a suitably trained and competent healthcare professional. You must not attempt to draw your own venous blood or ask an untrained person to do so.

This test may be restricted to a person with an eligible Initial Testosterone Blood Test result, an initial assessment or clinician direction. We may prevent checkout or cancel the test if the stated eligibility criteria are not met, with a refund for any test or collection service not supplied. You and the collector must follow the current timing, tube, volume, labelling, handling, packaging and return instructions.

6.4 Professional collection arranged through MYTRT

Where the option purchased expressly includes a clinic appointment, home visit or other professional collection arranged through MYTRT, the booking and collection inclusions will be shown before checkout. Tell us promptly about a missed appointment, collection injury, failed draw or service problem so that we can coordinate with the responsible provider and consider the appropriate rebooking, repeat-test, refund or complaint route. Nothing in these terms removes a statutory right or any responsibility that MYTRT has for a service it has contracted to supply.

6.5 Self-arranged professional sample collection

This section applies when you select “test kit only”, “self-arrange a professional sample collection”, or another option that expressly requires you to arrange the venous blood draw separately.

6.5.1 Your responsibility for choosing and booking the collector

You are responsible for sourcing, checking, booking and paying a suitably trained and competent healthcare professional who is lawfully able to perform venepuncture. You should take reasonable steps to confirm that the collector has appropriate current training, experience and professional indemnity or liability insurance. You must give the collector the complete, current kit and collection instructions before the draw.

6.5.2 The collector is independently engaged by you

Unless we expressly state otherwise in writing, a professional you arrange yourself is not employed by MYTRT, is not our agent or subcontractor, and is not providing the blood-draw service under our control. Your booking and payment for the draw form a separate arrangement with that professional or clinic. Their attendance, cancellation, charges, clinical technique and conduct are matters for that separate arrangement.

6.5.3 Injury, clinical complications and complaints about the draw

The person performing the draw is responsible for carrying it out with appropriate skill and care. A complaint or claim concerning their needle technique, pain, bruising, haematoma, nerve injury, infection, fainting, failed venepuncture or other collection-related injury should normally be directed to that professional or clinic and, where relevant, their insurer or regulator. Please also tell MYTRT promptly where the event affects the test, patient safety or our ability to support you.

MYTRT is not responsible for loss, delay, injury or additional cost to the extent it was caused by the act or omission of a collector whom you independently selected and engaged. This does not exclude or restrict liability for MYTRT’s own negligence, breach of contract, breach of statutory duty, defective kit or instructions, or any death, personal injury, remedy or consumer right that the law does not allow us to exclude. Services that MYTRT contracts to supply must be performed with reasonable care and skill, and that duty cannot be excluded. [8] [9] [10]

6.5.4 Collector fees, failed draws and rejected samples

Fees paid directly to your self-arranged collector are not charges received by MYTRT. We do not refund or reimburse those third-party fees merely because the collector cancels, cannot obtain a sample, the sample is insufficient, or a repeat draw is required. You should raise a fee or service dispute with the professional or clinic you engaged.

If a self-arranged draw fails, or the laboratory rejects the sample because of a collection-related problem such as haemolysis, clotting, insufficient volume, use of an incorrect tube, contamination, mislabelling, delayed processing or failure to follow the kit instructions:

1. you are responsible for arranging any further professional appointment and paying the collector’s additional fee;
2. tell MYTRT promptly and provide any rejection information so that we can determine what kit components and laboratory order are required; and
3. a replacement kit or replacement components may carry a reasonable charge disclosed before dispatch, reflecting the items and services that must be supplied again.

We will not charge for a replacement or withhold a remedy where the failure was caused by a defective MYTRT-supplied kit, incorrect instructions supplied by us, a laboratory or collection service that MYTRT contracted to provide, or another breach for which MYTRT is responsible. Your statutory rights remain unaffected.

6.6 General instructions and return of samples

You must read and follow the fasting, timing, identification, tube, volume, handling, packaging and return instructions applicable to the selected test. For a professionally collected sample, you are responsible for giving those instructions to a self-arranged collector; the collector remains responsible for deciding whether they are competent to perform the procedure and for following applicable professional standards.

Return the sample promptly using the specified method. Do not send an unlabelled, leaking, visibly contaminated or incorrectly packaged sample. Contact us if instructions or components appear to be missing or inconsistent before the draw takes place.

6.7 Failed or insufficient Initial Testosterone Blood Test sample

Where the laboratory cannot provide the ordered Initial Testosterone Blood Test result because the first patient-collected capillary sample is unsuitable, we will ordinarily offer one replacement kit at no additional charge. If the replacement sample also fails and the laboratory cannot provide the ordered result, we will refund the affected test and may recommend a professionally collected venous test or assessment by your GP.

This additional promise does not apply where the failure results from deliberate misuse, repeated failure to follow clear instructions, an incorrect address, or failure to return a sample within its stated validity period; we will nevertheless act reasonably, consider relevant health or accessibility circumstances and preserve all statutory rights.

6.8 Laboratory results and limitations

Laboratory and biological variation can occur. A result must be interpreted in context and may require confirmation. Reference ranges do not, by themselves, diagnose a condition or determine treatment. A clinician may require a repeat or differently collected sample before relying on a result. A successful blood draw does not guarantee that every requested biomarker can be reported.

6.9 Partner changes

We may change a laboratory or a professional collection provider that MYTRT has arranged to maintain availability, quality or coverage, provided the replacement is appropriately qualified and the material features of the order are not reduced without your agreement. This does not make a collector whom you independently choose into a MYTRT partner or subcontractor.

7. Consultations and appointments

A consultation may take place by secure message, telephone or video, depending on the service and clinical need. You must be available, in a private and safe environment, at the agreed time and must not record a consultation without the prior agreement of everyone involved.

If you need to rearrange, contact us as soon as reasonably possible. Any specific rescheduling or missed-appointment term will be shown before booking. We will not impose a charge that is disproportionate to the service performed or loss reasonably caused, and statutory cancellation rights remain unaffected.

If technology fails, we will try to reconnect, rearrange or use a suitable alternative. We may require an in-person assessment where remote care is not clinically appropriate.

8. Prescriptions, pharmacy fulfilment and medicines

8.1 Prescription approval

A prescription is issued only after a clinician has completed the assessment they consider necessary. Approval of an order by MYTRT is not approval of a prescription.

8.2 Pharmacy checks

The pharmacy may carry out identity, address, clinical, legal, stock and safety checks and may contact you or the prescriber. It may decline or delay dispensing where it cannot safely or lawfully supply the medicine.

8.3 Delivery and packaging

Medicines are supplied in discreet packaging to the approved address. You must make reasonable arrangements for secure receipt and follow any storage instructions immediately after delivery. Do not use medicine if the package, seal, label or contents appear wrong or damaged; contact us and the pharmacy promptly.

8.4 Your medicine

Use medicine only as prescribed and for the named patient. Read the patient information leaflet and label, follow storage and disposal instructions, and report suspected adverse effects or new contraindications. Do not share, resell or transfer medicine.

8.5 Returns of medicine

For patient safety, a dispensed medicine that has left the pharmacy’s control cannot be accepted back for resale or reuse. Medication returned to us is destroyed by the pharmacy.

Do not post medicine to MYTRT. If you have unused medication, whether because your treatment has ended, your dose has changed or you have been asked to stop, contact us and we will arrange a collection from your address, which you sign as witness. You may instead hand it in at any community pharmacy for safe destruction. Section 15.1 explains how this works.

This does not affect your rights where medicine is faulty, damaged, incorrectly supplied, recalled or not as described.

9. Your responsibilities

You agree to:

1. provide current, complete and accurate identity, contact, delivery, payment and clinical information;
2. promptly report material changes in symptoms, medicines, diagnoses, allergies, pregnancy status where relevant, or other health information requested by a clinician;
3. follow collection, appointment, monitoring, storage, medicine and safety instructions;
4. use secure account credentials and notify us promptly of suspected unauthorised access;
5. treat staff, clinicians, pharmacy personnel and partners respectfully in line with our Patient Conduct Policy;
6. attend recommended monitoring and seek urgent or in-person care when advised;
7. not misuse, resell, share, reverse engineer or commercially exploit an item or service; and
8. pay valid charges when due.

A failure to meet these responsibilities may delay or prevent safe provision. We will consider vulnerability, disability, distress, capacity and clinical risk before imposing a restriction where relevant.

10. Prices and payment

Prices are shown in pounds sterling and are exclusive of VAT. No VAT is currently chargeable on the prescription medication we supply, so the price shown at checkout is the total amount payable for it. Delivery or other charges are displayed before you submit your order. If VAT becomes chargeable on any part of what we supply, we will show it separately before you pay. The total price and, for treatment subscriptions, the billing interval, the minimum term and how to cancel are shown at checkout.

Payment is processed through the available payment provider, currently including Stripe-enabled methods. We may request authentication, re-authorisation or another method if payment fails. You must not initiate a chargeback dishonestly; raising a genuine dispute or using a legal remedy does not breach these terms.

If a price is obviously wrong and you could reasonably have recognised the error, we may reject or cancel the affected order and refund the amount paid. Otherwise, we will contact you before acceptance and allow you to proceed at the correct price or cancel.

11. Subscriptions and recurring payments

11.1 Clear information before enrolment

Before you start a subscription, checkout will state the included products or services, recurring price, billing frequency, any introductory period, minimum term, renewal basis and how to cancel. By confirming the subscription, you authorise recurring charges to the selected payment method until it ends. For TRT treatment, checkout will also state that a three-month minimum term applies and that it restarts each time a prescription is delivered to you, as explained in section 11.6. Blood tests, consultations and other one-off purchases are not subscriptions and carry no minimum term.

11.2 Renewal and price changes

A subscription renews for the period stated at checkout unless cancelled. If we propose a material price or service change, we will give reasonable advance notice and explain when it takes effect. You may cancel before the change takes effect. A change required urgently for safety or law may take effect sooner, but we will act fairly and explain your options.

11.3 How to cancel

You can cancel through any cancellation control available in your account or by emailing help@mytrt.com with the subject “Cancel subscription”. We will not require you to use a more burdensome method than the method by which the subscription was started. Cancellation stops future renewals once processed. To avoid the next charge, submit the request before the next renewal is processed; we will act without undue delay. If you are receiving TRT treatment, read this alongside sections 11.6 and 11.7, which explain the three-month minimum term and how to give notice to end treatment.

11.4 Current period and refunds

Unless a statutory cooling-off right or another refund right applies, cancellation does not retrospectively refund a period, product or service already supplied. If a product has not been dispatched and a service has not begun, we will refund the unsupplied component, except for instalments of a current minimum term under section 11.6, which remain payable as the balance of an agreed course of treatment. If performance has begun at your request during a cooling-off period, section 14 applies.

11.5 Failed payment and clinical pause

We may pause non-urgent subscription fulfilment after a failed payment, but we will not use a payment issue to withhold information needed for immediate patient safety. Clinical treatment may also be paused or ended for monitoring, contraindication, prescribing or safety reasons. We will explain any financial adjustment for an unsupplied component.

11.6 Three-month minimum term for TRT treatment

This section applies only to testosterone replacement therapy. It begins when a clinician accepts you for TRT treatment and your first prescription is dispensed and delivered to you.

It does not apply to blood tests. Diagnostic blood tests, whether the Initial or the Advanced testosterone test, are one-off purchases with no minimum term and no ongoing commitment. The same is true of a consultation or any other single item you buy from us. Buying a blood test does not commit you to treatment. If a clinician decides that TRT is not right for you, or you decide not to proceed, nothing further is payable.

Once you are receiving treatment, a minimum term of three months begins on the date each prescription is delivered to you. Because the term restarts with each delivery, you will be committed for three months from your most recent delivery. Before each delivery is dispatched we will tell you that accepting it starts a new three-month term, and you may decline it.

The minimum term exists because prescribing testosterone commits a clinician to monitoring you over time, including reviewing your blood results, adjusting your dose and managing any side effects. That work is spread across the term rather than delivered at the point of supply.

If you end your treatment during a minimum term, the remaining instalments for that term remain payable as the balance of an agreed course of treatment. We will tell you the amount and the dates before anything is taken. We will not charge you beyond the current minimum term, and we will not add a separate cancellation fee.

Nothing in this section limits your statutory cancellation rights under section 14, your rights if something we supply is faulty or not as described, or your ability to stop taking a medicine at any time. If a clinician advises you to stop treatment, declines to continue prescribing, or pauses treatment on safety grounds, the minimum term ends and any unsupplied instalment is not payable.

11.7 Notice to end your treatment contract

To end your treatment, email help@mytrt.com from the address registered to your account, stating your name and that you wish to stop treatment. Notice takes effect on the date we receive it. We will confirm in writing, tell you the position on any remaining instalments of the current minimum term, and arrange collection of any unused medication under section 15.

We ask for notice in writing so that there is a dated record on your clinical file, because stopping testosterone has clinical consequences a clinician should know about. If you cannot email, telephone 0800 157 7521 and we will confirm your instruction in writing, so that you are never prevented from ending your treatment.

This section governs notice to end the treatment contract. It does not affect how you may exercise a statutory cancellation right, which is set out in section 14.6.

The UK’s additional statutory subscription-contract regime is expected to commence in spring 2027. We will update our process and these terms when the operative requirements are finalised. [2]

12. Delivery and risk

We deliver to the address accepted at checkout. Estimated times are not guarantees, but unless another period is agreed we will deliver goods without undue delay and ordinarily within 30 days, as required for distance sales. [3]

You must check the address and tell us promptly of an error. If an item has not yet been dispatched, we will try to correct it. If an incorrect or incomplete address supplied by you causes a failed delivery, you may need to pay the reasonable cost of redelivery, but we remain responsible for our own addressing or fulfilment error.

Goods remain at our risk until delivered to you or a person you identify to receive them. If you nominate an independent carrier that we did not offer, risk may pass when the item is given to that carrier as the law provides.

Contact us if delivery is materially late, tracking is inconsistent, or an item is missing. Do not disclose unnecessary clinical information to the courier.

13. Changes, shortages and events outside our control

We may make a minor change to comply with law, safety requirements or technical standards, or to use an equivalent provider or packaging. We will not make a material adverse change to an accepted order without offering an appropriate remedy, such as agreement to the change, a replacement, price adjustment or cancellation of the affected component.

We are not responsible for delay caused by an event outside our reasonable control, such as a postal disruption, laboratory outage, supply shortage, cyber incident, epidemic, regulatory action or severe weather, provided we take reasonable steps to reduce the effect and keep you informed. If the delay is likely to be substantial, you may cancel an unprovided component and receive a refund for it.

14. Cancellation and cooling-off rights

14.1 Your statutory rights

For many online purchases, consumers have a 14-day cancellation period. The start date and available exceptions depend on whether the contract concerns goods, services, digital content or another category. We provide the required pre-contract information and a durable confirmation, and nothing in these terms reduces a right given by law. [3]

14.2 Goods other than dispensed medicines

For eligible goods, the cancellation period normally ends 14 days after you or your nominated recipient receives them. Tell us clearly that you wish to cancel, then return the item within 14 days after that notice.

The right may not apply, or may be lost, for:

• sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed;
• goods made to your specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly; or
• goods inseparably mixed with another item after delivery.

You may inspect an eligible item as you would in a shop. We may make a lawful deduction if handling goes beyond what is necessary to establish its nature, characteristics and functioning.

14.3 Services and clinical review

You may normally cancel a service contract within 14 days after it is made. If you expressly ask us to begin during that period, you may have to pay a proportionate amount for the service performed before cancellation. If the service is fully performed during the period after your express request and acknowledgement that the right will be lost on full performance, the cancellation right ends when performance is complete.

Submitting a clinical questionnaire may trigger work only where checkout has asked you to request an immediate start. A clinician’s review, consultation, report, booking, laboratory processing or other completed work may therefore be chargeable to the extent lawfully performed before cancellation.

14.4 Digital content

If separately supplied digital content is made available immediately, we will request the express consent and acknowledgement required by law before the cooling-off right is lost. Ordinary access to your results, clinical correspondence or account information is not treated as permission to remove an otherwise applicable legal right.

14.5 Prescription medicines

Contact us immediately if you wish to stop an order. We may be able to cancel before a prescription is processed, the pharmacy dispenses the medicine or dispatch occurs. Once medicine has been dispensed for a named patient or left the pharmacy’s control, safety restrictions normally prevent return and reuse. We will still provide a remedy where the medicine is faulty, damaged, incorrect, recalled, not as described or otherwise subject to a statutory right.

14.6 How to cancel

Email help@mytrt.com, use any available account cancellation control, telephone 0800 157 7521, or use the model form in section 21. State your name, order number, the affected item or service, and a safe contact method. The notice is effective when sent, subject to reasonable identity checks.

15. Returns, refunds and failed services

15.1 Return instructions

Contact us before returning anything so that we can give you the correct instructions. Do not post medicine or a biological sample to our registered office. For items other than medicine, you are responsible for taking reasonable care of a return and should obtain proof of posting.

When your treatment ends, any unused medication must be returned to us. Testosterone is a controlled drug, so you must not post it yourself. We arrange the collection. We will book a DHL collection from your address at a time arranged with you, provide any packaging instructions, and ask you to be present. You sign as witness to the medication being collected, and we will confirm in writing what was collected.

Keep the medication in its original packaging and store it as instructed until it is collected. Please tell us promptly if any of it has been used, damaged or already disposed of, so that our record is accurate.

Collected medication is delivered to the dispensing pharmacy, where it is quarantined and destroyed. It cannot lawfully be reissued to you or to anyone else, and it is not stored for you to resume treatment later. If you restart treatment, a clinician will assess you again and a new prescription will be issued.

If you would rather not wait for a collection, you may hand unused medication in at any community pharmacy for safe destruction. Pharmacies accept unwanted medicines from patients. Please tell us if you do this so that we can complete your record.

15.2 Return cost

Where you cancel because you changed your mind, you normally pay the direct return cost unless we agreed otherwise or failed to provide the required information. We pay reasonable return costs for an item that is faulty, damaged, incorrect or misdescribed. We arrange and pay for the collection of unused medication when treatment ends; if you choose to return medication by another route, you pay any cost of doing so.

15.3 Refund timing and method

Where a cancellation refund is due, we will reimburse the relevant payment, including the least expensive standard outbound delivery offered where the law requires it, without undue delay. For returned goods, we may wait until we receive the goods or evidence of return. We ordinarily refund to the original payment method within the statutory timeframe.

15.4 Deductions

A refund may lawfully reflect excessive handling of returned goods, an enhanced delivery option you selected, or the proportion of a service supplied at your express request before cancellation. We will explain the calculation.

15.5 Clinical decline

If a clinician decides not to prescribe, we will not charge for or will refund the medicine or treatment component that cannot be supplied. A separately priced and completed test, consultation or clinical review may remain payable because it was provided independently of the prescribing outcome.

15.6 Failed test or unavailable service

The failed-sample promise in section 6 applies to eligible tests. If we cannot provide another accepted service, we will offer an appropriate repeat, alternative or refund for the affected component. This does not prevent you from seeking another remedy available by law.

16. Faulty, damaged, incorrect or recalled items

Goods must be of satisfactory quality, fit for a disclosed purpose and as described; services must be carried out with reasonable care and skill. [4] Contact us promptly if an item is damaged, incorrect, incomplete, suspected to be faulty, or subject to a safety alert.

For medicine, stop and follow urgent safety instructions where advised. Keep the packaging, label and contents unless instructed otherwise. We and the pharmacy may need photographs, batch details, return of the item through a safe route, or information needed for pharmacovigilance or a recall.

We will provide the repair, replacement, repeat performance, price reduction or refund required by law and appropriate to the item or service. Your statutory rights are not limited by a manufacturer’s warranty or these terms.

17. Suspending or ending a service

We may suspend or end a service where it is unsafe or unlawful to continue; monitoring is overdue; information is materially inaccurate; a clinician or pharmacy requires it; payment remains due after notice; the service is misused; staff or others face a genuine safety risk; or these terms are seriously or repeatedly breached.

We will act proportionately and, where practicable and safe, explain the concern and give an opportunity to remedy it. Before restricting a healthcare pathway, relevant staff should consider disability, distress, capacity, safeguarding, continuity of care and the risk of abrupt treatment interruption. Urgent safety information and reasonable transfer-of-care support will not be withheld as a punishment.

You may end an ongoing service in accordance with sections 11 and 14. Ending a service does not remove accrued rights, payment obligations for work lawfully performed, or record-retention duties.

18. Our responsibility to you

We are responsible for loss or damage that is a foreseeable result of our breach of these terms or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, was caused by inaccurate or withheld information, arose from failure to follow clear clinical or product instructions, or was caused solely by an independent event we could not reasonably control—except where the law places responsibility on us.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence; fraud or fraudulent misrepresentation; breach of statutory rights that cannot lawfully be excluded; or any other liability that the law does not permit us to limit.

We supply consumer services for personal use. We are not liable for business loss, loss of profit, loss of business, business interruption or loss of business opportunity arising from a consumer order. This does not affect a remedy available to you as a consumer.

Clinical outcomes cannot be guaranteed. This does not exclude responsibility for a failure to exercise the standard of care required by law or professional duty.

19. Complaints and concerns

We welcome the opportunity to put matters right. Contact the Medical Director at help@mytrt.com, telephone 0800 157 7521, or write to the registered office. Our Complaints Policy explains acknowledgement, investigation, response, representation, confidentiality and relevant external routes.

For an immediate medicine or dispensing concern, contact us promptly so that we can involve Smartway Pharma. A serious pharmacy-safety concern may be reportable to the General Pharmaceutical Council. The CQC can receive information about poor care but does not resolve individual complaints on a patient’s behalf. [5]

20. Other important terms

20.1 Transfer of our rights

We may transfer our rights or obligations to another organisation, for example as part of a reorganisation, provided this does not reduce your statutory rights. You may transfer your rights only where the law permits or we agree in writing.

20.2 No third-party enforcement

Except where these terms expressly confer a right on a supplying clinical or pharmacy organisation, no person other than you and the relevant contracting party may enforce them under the Contracts (Rights of Third Parties) Act 1999.

20.3 If part is invalid

Each provision operates separately. If a court or authority finds one provision unlawful or unenforceable, the remainder continues to apply.

20.4 Delay in enforcement

A delay in enforcing a right does not waive it. A waiver on one occasion does not waive a later breach.

20.5 Governing law and courts

English law governs these terms. The courts of England and Wales have non-exclusive jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts. Any mandatory consumer protection in the part of the UK where you live continues to apply.

20.6 Contact

Email help@mytrt.com, telephone 0800 157 7521 during published hours, or write to Elevate Healthcare Group Limited, 71–75 Shelton Street, London, England, WC2H 9JQ.

21. Model cancellation form

You may copy and send the following wording, although you do not have to use this form:

To: Elevate Healthcare Group Limited, 71–75 Shelton Street, London, England, WC2H 9JQ; help@mytrt.com
I give notice that I cancel my contract for the following goods/services:
Order number:
Ordered on / received on:
Name:
Address:
Email or telephone:
Date:

References

1. CQC — MessageGP Limited registration information
2. UK Government — Subscription contracts regime consultation response
3. GOV.UK — Online and distance selling
4. Consumer Rights Act 2015
5. CQC — Complaints about healthcare services
6. MYTRT — Initial At-Home Testosterone Blood Test Kit
7. MYTRT — Advanced Testosterone Blood Test
8. Consumer Rights Act 2015, section 49 — reasonable care and skill
9. Consumer Rights Act 2015, section 57 — liability that cannot be excluded for services
10. Consumer Rights Act 2015, section 65 — death or personal injury caused by negligence