Terms and Conditions

Last updated: 6 May 2026

Please read these terms carefully before using our Service. By accessing or using the HYL Health website and services, you agree to be bound by these terms.

Definitions

• "Company" (referred to as "we", "us", or "our") means HYL Health Ltd, Office D, Unit 35, Millmead Industrial Estate, London N17 9QU. Company number: 17163944.
• "Service" means the pharmacy services, website, and related applications we provide.
• "Website" means www.hylhealth.co.uk and associated pages.
• "You" (or "the User") means any individual who accesses or uses our Service.
• "Products" means medicines, health products, or other items offered through our Service.
• "Account" means a personal registration you create to access our Service.
• "Country" means the United Kingdom.
• "Orders" means a request you make to purchase Products from us.
• "Content" means text, images, or other information posted, uploaded, or shared through our Service.

Acknowledgement

These Terms govern your use of our Service and constitute the full agreement between you and the Company. By using the Service, you confirm your agreement. If you do not agree, please do not use the Service.

You confirm that you are at least 18 years of age. We do not permit individuals under 18 to use our Service.

Your use of the Service is also subject to our Privacy Policy.

User Accounts

When creating an account, you must supply information that is accurate, complete, and kept up to date. Supplying false information may lead to immediate account termination.

You are responsible for keeping your password confidential and for all activity under your account. You must not share your credentials and should contact us immediately if you suspect unauthorised access.

Placing Orders

By submitting an Order, you confirm that you are legally capable of entering into a binding contract.

Your Information

You may need to provide your name, email, phone number, payment card details, billing address, and delivery address. You confirm that you have the legal right to use any payment method you provide and that all information is true and accurate.

Order Cancellation

We may refuse or cancel an Order at any time due to product availability, pricing errors, description inaccuracies, or errors in your Order. We may also refuse or cancel an Order if fraud is suspected.

Your Cancellation Rights

Products may only be returned or refunded in accordance with these Terms and applicable UK consumer law. Dispensed medicines cannot be returned once supplied.

Delivery

We offer UK-wide delivery. Standard Royal Mail Tracked delivery is £3.99 and next day delivery is £6.99. Orders over £40 qualify for free standard delivery. Temperature-sensitive medicines are dispatched in insulated packaging with validated cold packs.

Delivery times are estimated and not guaranteed. We are not liable for delays caused by Royal Mail or courier services. A signature may be required for certain medicines.

Clinical Right to Refuse

Our pharmacists retain the absolute right to refuse the supply of any medicine where, in their professional judgement, the supply would not be safe, appropriate, or in the best interest of the patient. This right applies regardless of whether payment has been made. In such cases, a full refund will be issued.

Pricing and Payment

We reserve the right to change our prices at any time before accepting an Order. We accept various payment methods including Visa, Mastercard, and other methods displayed at checkout.

Content

Your Right to Post Content

Our Service may allow you to submit reviews or feedback. You are responsible for ensuring that any Content you post is lawful, accurate, and appropriate.

Content Restrictions

You must not post any Content that is unlawful, defamatory, discriminatory, threatening, obscene, or otherwise objectionable.

Intellectual Property

All original content, features, and functionality of our Service remain the exclusive property of the Company and its licensors.

Links to External Websites

Our Service may link to third-party websites not operated by us. We accept no responsibility for external content or policies.

Termination

We may suspend or terminate your account at any time if you breach these Terms. You may close your account by ceasing to use the Service.

Limitation of Liability

To the fullest extent permitted by law, our aggregate liability is limited to the greater of the amount you paid us or £100.

Governing Law

These Terms are governed by the laws of England and Wales. You agree to the exclusive jurisdiction of the courts of England and Wales.

Severability and Waiver

If any provision is found unenforceable, it will be modified to the minimum extent necessary. All other provisions continue in full force.

Changes to These Terms

We may update these Terms at any time. For material changes, we will provide at least 30 days' notice. Continued use constitutes acceptance.

Contact Us

Questions? Email hylhealthltd@gmail.com or call 07818 283 965.

Privacy Policy

Last updated: 6 May 2026

HYL Health Ltd is committed to protecting your privacy. This policy explains how we handle personal information in compliance with the UK GDPR and Data Protection Act 2018.

Who We Are

HYL Health Ltd, Office D, Unit 35, Millmead Industrial Estate, London N17 9QU. Company number: 17163944. Contact: hylhealthltd@gmail.com / 07818 283 965.

Information We Collect

• Identity data: name, date of birth, gender.
• Contact data: email, phone number, postal address.
• Health data: medical conditions, allergies, current medications, vaccination history.
• Transaction data: details of purchases and payment information.
• Technical data: IP address, browser type, website usage.

How We Use Your Information

• To provide pharmacy services including dispensing, vaccinations, and order fulfilment.
• To carry out clinical assessments and ensure safe supply of medicines.
• To communicate about orders, appointments, and health matters.
• To comply with legal and regulatory obligations (GPhC, MHRA).
• To manage feedback and complaints.

Legal Basis for Processing

We process data based on consent, contract performance, legal obligations, and legitimate interests. Health data is processed where necessary for healthcare provision.

Data Sharing

We may share data with healthcare professionals, payment processors, delivery partners, and regulatory bodies (GPhC, MHRA). We never sell your data.

Data Retention

Patient records: minimum 10 years. Prescription records: at least 2 years. Financial records: as required by tax law.

Your Rights

You have the right to access, correct, or delete your data; to object to or restrict processing; to data portability; and to withdraw consent. Contact hylhealthltd@gmail.com. We respond within one month.

Data Security

We use password-protected systems, encrypted communications, access controls, and regular security reviews.

Complaints

You may lodge a complaint with the ICO at ico.org.uk or by calling 0303 123 1113.

Cookies Policy

Last updated: 6 May 2026

This policy explains how we use cookies on the HYL Health website.

What Are Cookies

Cookies are small text files placed on your device when you visit a website.

How We Use Cookies

• Essential cookies: Required for core website functionality.
• Preference cookies: Remember your choices for a personalised experience.
• Analytics cookies: Collect anonymous usage data to help us improve the site.

Your Choices

You can manage cookie preferences through your browser settings. Blocking cookies may reduce some website functionality.

Contact Us

Questions? Email hylhealthltd@gmail.com.

Complaints Procedure

Last updated: 6 May 2026

We are committed to high-quality pharmacy services. If you are not satisfied, we want to hear from you.

How to Raise a Complaint

• Email: hylhealthltd@gmail.com (subject: "Complaint")
• Phone: 07818 283 965
• Post: HYL Health Ltd, Office D, Unit 35, Millmead Industrial Estate, London N17 9QU
• Online: Use our contact form, selecting "Feedback / Complaint".

Our Process

Step 1 — Acknowledgement: Within 72 working hours.

Step 2 — Investigation: The superintendent pharmacist will investigate.

Step 3 — Response: Full written response within 20 working days.

Step 4 — Resolution: Summary of findings, actions taken, and apology where appropriate.

If You Are Not Satisfied

Escalate to the GPhC at pharmacyregulation.org or call 020 3713 8000.

Delivery Information

Last updated: 6 May 2026

Delivery Options

• Royal Mail Tracked (2–3 working days): £3.99
• Next Day Delivery (order by 2pm): £6.99
• Free standard delivery on orders over £40

UK-Wide Coverage

We deliver to all UK mainland addresses. Delivery to the Scottish Highlands, Northern Ireland, and offshore islands may take an additional 1–2 working days.

Temperature-Sensitive Medicines

Cold-chain items (such as vaccines for collection or certain injectable treatments) are dispatched in insulated polystyrene containers with validated cold packs to maintain the required 2–8°C temperature range during transit.

Fragile Items

Fragile products are packed with protective materials and marked with appropriate handling stickers.

Signature Required

Certain medicines, including controlled drugs and high-value items, require a signature upon delivery. If you are unavailable, a card will be left with collection instructions.

Failed Deliveries

If a delivery fails or is returned to us, we will contact you to arrange re-delivery. Additional postage may apply for re-delivery.

Identity Verification

For certain medicines, our delivery partner may be required to verify the recipient's identity and date of birth before handover.

Contact Us

For delivery queries, email hylhealthltd@gmail.com or call 07818 283 965.