Last updated 16th January 2026
These Terms of Sale govern the purchase and use of all products and clinical services offered through the MYTRT website (our “Site”), operated by Elevate Healthcare Group Limited (“we”, “us”, “our”). By placing an order with us, you agree to be bound by these terms. These terms should be read in conjunction with our Website Terms and Conditions and our Privacy Policy.
1. Our Services and Products
1.1. We offer a remote healthcare platform focused on men’s health. Our services are designed around two core offerings:
- PRETRT™ Supplements: A medical protocol for the treatment of symptoms associated with low testosterone, consisting of supplements devised by doctors after a clinical review by a TRT Doctor to assess suitability for maintaining optimal testosterone levels where Testosterone Replacement Therapy is not a suitable treatment.
- Testosterone Replacement Therapy (TRT): A prescription-only treatment for patients clinically diagnosed with testosterone deficiency.
1.2. Our services are available only to individuals who are at least 18 years of age and reside in the United Kingdom.
3. Blood Testing Services
2.1. The Process. Our blood testing service is designed to give you key insights into your health. The service consists of:
- Delivery of a Blood Test Kit: We will send you a kit produced by a third-party laboratory. This kit includes all necessary components, clear instructions on how to collect your sample, and a pre-paid envelope for returning it to the laboratory.
- Laboratory Analysis: The testing of your blood sample is carried out by one of our accredited partner laboratories. We reserve the right to change our partner laboratory at any time without notice to ensure the quality and efficiency of our service.
- Clinician-Led Report: Following analysis, one of our clinicians will prepare a personalised report. This report will explain your results, benchmark them against healthy reference ranges, and provide commentary. Your results will be made available to you through your secure patient profile on our Site.
2.2. Service Guarantee. We strive to provide a reliable service. However, sample collection and analysis can sometimes fail.
- If the laboratory is unable to provide results for your sample due to issues with the sample quality, we will offer you a replacement Blood Test Kit at no further cost.
- If, on the second attempt, the laboratory is still unable to provide results, we will issue a full refund for the test and advise that you visit your GP to have the test performed.
2.3. Eligibility for Advanced Testosterone Blood Tests. Initial blood tests are for diagnostic purposes as part of treatment protocol. Only patients who have been blood tested and shown to have low testosterone levels will be permitted to purchase our advanced testosterone blood test kits. These advanced tests are used to assess the patient’s suitability for TRT treatment in consultation with a TRT Doctor.
3. Testosterone Replacement Therapy (TRT)
3.1. Regulatory Compliance. TRT is a prescription-only medicine and is subject to strict medical and regulatory standards in the UK to ensure patient safety. Our service is designed to be fully compliant with all guidance from the GPhC and GMC registered clinicians.
3.2. Prescribing Safeguards. We do not prescribe medication based solely on the information you provide in an online questionnaire. To ensure any treatment is clinically appropriate for you, our clinicians must perform further verification. This may include:
- Engaging in a two-way communication with you (such as a phone or video call).
- Accessing your NHS Summary Care Record (with your explicit consent).
- Contacting your GP or regular prescriber (with your explicit consent).
3.3. Information Sharing with Your GP. For your safety, and in line with regulatory best practice for ongoing treatments like TRT, our clinicians must proactively share all relevant information about your prescription with your regular GP. We will seek your consent to do this. If you do not have a GP or do not provide consent, our clinician will conduct a thorough risk assessment to determine if it is safe to proceed with prescribing. They must record their justification for this decision. If the risk is deemed too high, we will not be able to prescribe for you and will recommend an alternative care provider.
4. Optional Clinical Services
4.1. Consultations with a TRT Doctor. As part of the PRETRT™ protocol and our TRT services, we may offer optional consultations with a TRT Doctor to discuss your progress, blood test results, or treatment plan. These may be subject to an additional fee, which will be made clear at the time of booking.
5.2. Third-Party Partner Scans. To further help customers understand their symptoms, we may offer the option to book scans (such as DEXA scans) at a third-party partner clinic. These services are optional, subject to availability, and governed by the terms and conditions of the third-party provider.
5. The Consultation and Prescription Process
5.1. For any prescription-only medicine or medical protocol, you must first complete a comprehensive online consultation via our questionnaire.
5.2. Once submitted, you acknowledge that our clinicians will begin their review, and at this point, the consultation service cannot be cancelled. You will only be charged if the clinician approves your order.
5.3. If a clinician determines that a treatment is not safe or appropriate for you, we will notify you via our secure messaging platform, and you will not be charged for the medicine or protocol.
5.4. All clinical communication between you and our clinicians must take place within our secure messaging platform on the Site to protect your personal information.
6. Pricing, Payment, and Subscriptions
6.1. All prices for our products and services are clearly displayed on our Site. While we take care to ensure accuracy, errors may occur. If we find an error in the price of a product you have ordered, we will contact you to either reconfirm the order at the correct price or cancel it.
6.2. Payment must be made at the time of ordering via a valid credit or debit card.
6.3. If you purchase a subscription, you authorise us to charge your payment method on a recurring basis until you cancel the subscription in accordance with our cancellation policy (see Section 8).
7. Delivery and Fulfilment
7.1. All products will be delivered to the address you provide. It is your responsibility to ensure this address is correct and complete. We are not liable for non-delivery due to an incorrect address.
7.2. All prescription medicines are dispensed and dispatched by our registered partner pharmacy in discreet packaging. Delivery times are estimates and not guaranteed.
8. Cancellations and Refunds
8.1. Supplements and Non-Medicinal Products. You have a legal right to cancel your order within 14 days of receiving the goods. To be eligible for a refund, products must be returned to us unopened, unused, and in their original packaging.
8.2. Prescription Medicines and Medical Protocols. Due to the clinical nature of prescription medicines and medical protocols, you cannot cancel an order or receive a refund once the order has been approved by our clinician.
9. Our Liability to You
9.1. Nothing in these Terms of Sale will exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.
9.2. Subject to clause 9.1, our total liability to you for any loss or damage arising under or in connection with these Terms of Sale, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total amount paid by you for the products and services purchased in the preceding 12 months.
9.3. We will not be liable for any business losses, including loss of profit, revenue, or business opportunity.
10. General Terms
10.1. Governing Law and Jurisdiction. These Terms of Sale are governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction to resolve any disputes. If you are a resident of Northern Ireland or Scotland, you may also bring proceedings in your local courts.
10.2. Contact Us. For any questions about your order or these Terms of Sale, please contact our customer care team at help@mytrt.com.