Terms & Conditions

1. Agreement

1.1 Company information

This website is operated by Leo Hair Limited (“Leo Hair”), a limited company incorporated in England and Wales under company number 16310135. Our registered office and trading address is Jordangate House, Jordangate, Macclesfield SK10 1EQ. Our VAT registration number is 513 3531 28. Leo Hair provides clinical assessment and prescribing services. Leo Hair is not a pharmacy registered with the General Pharmaceutical Council (GPhC) and does not dispense medicines directly to patients.

1.2 Agreement

By accessing this website, completing a consultation, subscribing, or placing an order, you confirm that you have read and agree to these Terms and Conditions and our Privacy Policy. If you do not agree, you must not use our services. A legally binding contract is formed only when a consultation has been reviewed and approved by a qualified prescriber, the prescription has been accepted for dispensing, and you receive confirmation that your order has been dispatched. Nothing in these Terms and Conditions affects your statutory rights under the Consumer Rights Act 2015.

1.3 Updates

We may amend these Terms and Conditions where required by law, regulatory guidance, or operational needs. Changes will not affect orders already confirmed. Where changes materially affect your rights or obligations, we will provide at least 14 days’ notice by email. You may cancel your subscription before the effective date of the change. Continued use of our services after the effective date constitutes acceptance.

2. Website

2.1. Permitted use

This website is intended for personal, non-commercial use only. Leo Hair accepts no liability for any business-related losses, including loss of revenue, profits, goodwill, or business opportunities.

2.2. Customer information

You must provide accurate, complete, and up-to-date personal and health information during consultation and throughout treatment. This includes any changes to your medical history, new diagnoses, new medications, or adverse reactions experienced during treatment. Failure to disclose relevant health information may result in refusal of treatment, cancellation of prescriptions, termination of subscription, and increased health risks. By submitting consultation materials, you consent to their review by our prescribing team for the purpose of assessing suitability for treatment. Personal data is processed in accordance with the UK General Data Protection Regulation (GDPR), the Data Protection Act 2018, and our Privacy Policy.

2.3. Website content

Content on this website is provided for general informational purposes only and does not constitute medical or clinical advice. Prescription-only medicines are supplied only following clinical assessment by a qualified and licensed prescriber. Suitability is determined in accordance with UK clinical standards and professional regulatory requirements. No treatment is guaranteed to produce specific results.

2.4. Third-party links

Our website may contain links to third-party websites for your convenience or reference. Leo Hair is not responsible for the content, accuracy, or reliability of these external sites, nor for any products, services, or information they may offer. Additionally, these third-party websites have their own privacy policies and practices, which may differ from ours. We recommend reviewing their policies before providing any personal information or making purchases.

2.5. Website security

We do not guarantee that our website will be completely secure or free from bugs, viruses, or other harmful components. You are responsible for taking appropriate security measures when accessing our services, including using secure devices and up-to-date antivirus software. Leo Hair implements suitable technical and organisational measures to protect personal data in accordance with UK GDPR requirements.

2.6. Intellectual property rights

All intellectual property rights in our website, content, and materials are owned by Leo Hair or its licensors. No part of the website or its materials may be copied, reproduced, distributed, or otherwise used without our prior written permission.

3. Products

3.1. Eligibility criteria

Services are available only to UK residents aged 18 years or older. By submitting a consultation, you confirm that you are accessing our services from within the UK. We reserve the right to request reasonable evidence of your identity, age, or residency where necessary to comply with our legal or regulatory requirements.

3.2. Clinical acceptance

All consultations are reviewed by a qualified independent prescriber. Submission of a consultation does not guarantee approval for treatment. Where clinically appropriate, a prescription will be issued and sent for compounding. If treatment is not considered clinically suitable, Leo Hair reserves the right to decline it. In such cases, the customer will be notified, and a refund will be provided.

3.3. Supply delays

Supply may be delayed due to regulatory, safety, or manufacturing issues. In such cases, we will notify you promptly and offer a refund for any undelivered products. Leo Hair accepts no liability for delays caused by events beyond its reasonable control.

3.4. Suspension or withdrawal

Technical issues or regulatory changes may result in a temporary suspension of product supply. We will provide prior notice of this wherever possible. If you are dissatisfied with your subscription, you may cancel it and receive a refund for any undelivered products. We reserve the right to suspend or discontinue treatment immediately where clinically necessary in the interests of patient safety.

3.5. Transfer of services

Leo Hair reserves the right to transfer its contracts to another provider. In the event of a transfer, you will be notified with reasonable notice and given the option to cancel your subscription and receive a refund for any undelivered products. Any such transfer will not affect your statutory rights or the continuity of clinical oversight.

3.6. Limitation of liability

Nothing in these Terms and Conditions excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded. Leo Hair is not liable for indirect or consequential losses, including losses arising from failure to follow treatment instructions or undisclosed health conditions. Our total liability shall not exceed the total amount paid by you in the preceding 12 months. This limitation is considered reasonable and proportionate given the nature of remote clinical services.

4. Payment

4.1. Billing

All prices are stated in pound sterling and include all applicable taxes unless otherwise indicated. You will receive clear information regarding pricing, billing frequency, and the cancellation process before completing checkout. By purchasing a subscription, you authorise recurring payments until you cancel. It is your responsibility to cancel before your next billing date if you do not wish to receive further supplies.

4.2. Cancellation rights

Customers may cancel their subscription or orders at any time by contacting Leo Hair or through their online account. Where cancellation rights apply under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, details will be provided prior to checkout. If cancellation occurs after a prescription has been issued and dispensed, that supply cannot be refunded unless it is faulty. Leo Hair reserves the right to cancel subscriptions or orders in cases of non-payment, lack of cooperation, or refusal of delivery.

4.3. Refunds

Refunds must be requested by contacting Leo Hair directly. Where a refund is due, it will be processed within five working days using the original payment method. Refunds do not apply to prescription medicines that have been dispensed, unless they are faulty or were supplied in error.

4.4. Returns and money-back guarantee

Prescriptions cannot be returned once dispensed, except where faulty or supplied in error. A one-time money-back guarantee is available where no clinically meaningful improvement is observed after 12 weeks of continuous use. To qualify, customers must submit clear before-and-after photographs taken at week 0 and week 12 and request a refund within 14 days of completing the 12-week period. Claims are subject to review and approval by a prescriber, whose reasonable clinical judgment will determine eligibility. Refunds will not be unreasonably withheld where the qualifying criteria are met.

5. Disputes

5.1. Feedback

Feedback about our products and services is welcomed and may be submitted by contacting Leo Hair via email, WhatsApp, or by post at our registered address. Customers may also choose to share their experiences by leaving a review on platforms such as Trustpilot, Google, or Facebook.

5.2. Complaints

Customers are encouraged to notify Leo Hair of any disputes in the first instance. We aim to resolve complaints in a timely and fair manner. Complaints are overseen by a pharmacist prescriber or, where relevant, the data protection officer. We aim to resolve most complaints within 5 working days. In exceptional circumstances, a final response will be provided within 4 weeks. Complaints relating to dispensing accuracy or medicine quality will be referred to Monderma Limited for investigation under its pharmacy complaints procedure.

6. Governance

6.1. Governing law and jurisdiction

This agreement is governed by the laws of England and Wales. Any disputes may be brought in the courts of England or, where applicable, the customer’s home jurisdiction in Wales, Scotland, or Northern Ireland. If any provision of these Terms and Conditions is found to be void or unenforceable, the remaining provisions will continue to apply and remain enforceable.

6.2. Regulatory and pharmacy information

Leo Hair provides and is responsible for online clinical assessment services, prescribing decisions, and treatment management. Leo Hair is not itself a GPhC-registered pharmacy. Leo Hair’s prescribing pharmacist is Rishi Chopra (GPhC number 2212428). Prescription medicines supplied following clinical approval are dispensed and prepared by Monderma Limited (GPhC number 9012305), which is responsible for the safe preparation, accuracy, and lawful supply of medicines. Their registered pharmacy address is Unit 2C Gazelle Buildings, Wallingford Road, Uxbridge UB8 2RW. The superintendent pharmacist is Amandeep Dhillon (GPhC number 2063921). Patients may verify registration details via the GPhC website.