Terms & Conditions

About These Terms

These Terms form a legally binding agreement between you and Horizon Health Group Ltd. If you do not agree with them, you must not use our services.

Certain products or services may be subject to additional terms, eligibility criteria, consent forms, prescribing conditions, pharmacy requirements or third-party provider terms. Where additional terms apply, they form part of your agreement with us.

Nothing in these Terms affects any statutory rights that cannot lawfully be excluded or restricted.

Eligibility and Access to Services

You must be at least 18 years old and have legal capacity to enter into a contract to use Horizon TRT services.

Access to any clinical service, prescription medicine or treatment programme is subject to clinical suitability. Payment, completion of a questionnaire or submission of blood results does not guarantee that you will be accepted for treatment or prescribed medication.

We may refuse, pause, restrict or discontinue a service where:

• Clinical information is incomplete, inconsistent or potentially misleading
• A clinician considers the service unsuitable or unsafe
• Required blood testing, monitoring or identification checks have not been completed
• You behave abusively, threateningly, fraudulently or unlawfully
• Continuing the service would breach a legal, regulatory, prescribing or professional obligation
• Fees remain unpaid

Information You Must Provide

You must provide information that is accurate, complete, current and truthful to the best of your knowledge. This includes identity information, contact details, symptoms, medical history, medication use, previous diagnoses, fertility plans, blood test results and any other information requested as part of clinical assessment.

You must not alter, falsify, conceal or misrepresent any clinical document, laboratory report, prescription, identity document or medical record.

You must tell us promptly if there is a material change in your health, medication, contact details, payment details or circumstances that may affect treatment.

We are entitled to rely on the information you provide. Failure to disclose relevant information may affect clinical decisions, delay treatment, result in withdrawal of services or create a risk of harm.

Clinical Services and Medical Decision-Making

Clinical services are provided following appropriate assessment and are subject to the independent professional judgement of the clinician responsible for your care.

A clinician may decide that treatment is not suitable, that further tests are required, that a prescription should be changed or withheld, or that you should seek assessment from your GP, NHS service, specialist, fertility clinic or emergency service.

No particular clinical outcome is guaranteed. Responses to testosterone replacement therapy, hCG, medication, lifestyle change, fertility support and other interventions vary between individuals.

A clinical relationship is only established when you have completed the required assessment process and a clinician has accepted responsibility for the relevant episode of care. Viewing website content, purchasing a test or submitting an enquiry does not by itself create a clinician-patient relationship.

Prescriptions and Medicines

Prescription-only medicines will only be supplied following a lawful prescription issued by an appropriately qualified prescriber.

You must use medication exactly as prescribed and must not:

• Share, sell, transfer or supply prescribed medication to another person
• Change the dose, frequency or route of administration without clinical approval
• Use medication after being advised to stop
• Use medication obtained for another person
• Seek duplicate or overlapping prescriptions without full disclosure

Medicines may be dispensed and delivered by independent regulated pharmacies. Pharmacy dispensing decisions, stock availability, delivery times and medicine substitutions may be outside our direct control.

Prescription medicines cannot normally be returned or reused once dispensed, except where required by law or where a dispensing error or product defect is confirmed.

Blood Testing Services

Blood testing may involve home sampling kits, venous blood draws, mobile phlebotomy, partner clinics, courier services and analysis by external laboratories.

We may use accredited laboratories and third-party phlebotomy providers and may change providers where reasonably necessary. Provider availability, appointment locations, sample requirements, turnaround times and reference ranges may vary.

You are responsible for following all sample collection, preparation, fasting, timing, packaging and return instructions. Failure to follow instructions may lead to an unsuitable, delayed or inaccurate sample.

Laboratory reference ranges are not a diagnosis. Results must be interpreted alongside symptoms, medical history, medication use and clinical context.

Failed, Delayed or Unusable Samples

Home blood samples and other self-collected samples can fail for reasons including insufficient volume, clotting, haemolysis, contamination, delay in transit or incorrect collection.

Any replacement, repeat test, credit or refund will be considered under the applicable product terms and our fair-use approach. We may require evidence that the instructions were followed before offering a replacement.

Where repeated home sampling is unsuccessful, we may recommend venous sampling. Additional clinic, phlebotomy, travel or collection charges may apply.

Appointments, Cancellations and Non-Attendance

Appointments may involve clinicians, laboratories, pharmacies, phlebotomists or other external providers. Once booked, costs may be incurred on your behalf.

Unless a different cancellation period is stated when booking, appointments must be cancelled or rearranged at least 48 hours before the scheduled start time.

Where you cancel with insufficient notice, arrive too late for the appointment to proceed, or fail to attend, we may charge the full appointment fee or require payment before a replacement appointment is arranged.

We may waive or reduce a charge where required by law or where exceptional circumstances justify doing so. Any waiver is discretionary and does not create an ongoing entitlement.

Fees, Payments and Subscriptions

Prices will be shown before purchase or communicated to you as part of a treatment plan. Unless stated otherwise, payment is due at the time of purchase or on the agreed subscription date.

Payments may be processed by authorised third-party payment providers. Horizon Health Group Ltd does not normally store full card details.

Where you enter into a recurring subscription, you authorise the collection of recurring payments until the subscription is cancelled in accordance with the applicable cancellation terms.

If payment fails, we may retry the payment, contact you, suspend non-urgent services or cancel future orders. We will not knowingly withhold urgent clinical safety information because of an unpaid balance.

Prices may change. We will provide reasonable notice before a price change affects an existing recurring service, unless the change results from tax, pharmacy pricing, laboratory charges or another external cost that requires more immediate implementation.

Cancellation Rights, Refunds and Consumer Law

Your statutory consumer rights remain unaffected. Services supplied to consumers must be performed with reasonable care and skill.

Where the Consumer Contracts Regulations apply, you may have a legal right to cancel a distance contract within 14 days. This right may be affected where:

• You expressly ask us to begin providing the service during the cancellation period
• The service has been fully performed with your agreement
• Goods are personalised, sealed for health protection or hygiene reasons and have been unsealed
• Prescription medicines or other non-returnable healthcare products have already been dispensed

If you request that a service begins during a statutory cancellation period and later cancel, you may be required to pay for the proportion of the service already supplied.

Refund eligibility will depend on the product or service purchased, work already performed, third-party costs already incurred and any applicable statutory rights.

Medical Records and Data Protection

We process personal data and health information in accordance with applicable UK data protection law, including the UK GDPR and the Data Protection Act 2018.

Health information is special-category personal data and is subject to additional legal safeguards. Further information about how we collect, use, share, retain and protect your data is set out in our Privacy Policy.

Clinical records may be retained for the periods required or recommended by applicable healthcare record-management standards, professional guidance, limitation periods and legal obligations.

You may request access to personal data we hold about you, subject to applicable legal exemptions and identity verification requirements.

Communications and Electronic Contact

You agree that we may contact you using the email address, telephone number, patient portal or postal address you provide for purposes connected with your care, account, appointments, payments, prescriptions, test results and service administration.

Email, SMS and internet-based communications carry inherent security and delivery risks. You are responsible for keeping your account credentials secure and notifying us promptly if you suspect unauthorised access.

Marketing communications will only be sent where permitted by law. You may withdraw marketing consent at any time without affecting essential service or clinical communications.

Website Information and Medical Disclaimer

Website articles, calculators, guides, videos, emails and other general materials are provided for educational and informational purposes only.

They do not constitute individual medical advice, a diagnosis, a prescription or a recommendation to start, stop or change treatment. You must not use general website content to self-diagnose, self-prescribe, alter medication or delay seeking medical care.

We take reasonable care when preparing content but cannot guarantee that all information will always be complete, current, error-free or suitable for your individual circumstances.

If you believe you are experiencing a medical emergency, call 999 or attend the nearest appropriate emergency service. For urgent but non-life-threatening concerns, contact NHS 111 or another appropriate healthcare service.

Third-Party Providers and External Services

We may arrange or facilitate services supplied by independent laboratories, pharmacies, couriers, phlebotomy providers, software companies, payment providers and other healthcare businesses.

Where a third party supplies a service directly to you, its own terms may also apply. We are not responsible for matters outside our reasonable control, including third-party appointment availability, courier disruption, laboratory delays, pharmacy stock shortages or external system outages.

This does not exclude responsibility where Horizon Health Group Ltd is legally liable for the acts or omissions concerned.

Acceptable Use

You must not:

• Use our website, systems or services unlawfully or fraudulently
• Provide false identity or health information
• Attempt to obtain medication through deception, concealment or duplicate prescribing
• Share account credentials, prescriptions, medication or test kits
• Upload malicious code or interfere with website or system security
• Copy, scrape, reproduce or commercially exploit protected website content without permission
• Harass, threaten or abuse staff, clinicians, contractors or other service users

We may suspend or terminate access where misuse, fraud, abuse or a security risk is identified.

Intellectual Property

Unless otherwise stated, website content, branding, graphics, written materials, calculators, software elements and other intellectual property are owned by or licensed to Horizon Health Group Ltd.

You may view and use website content for personal, non-commercial purposes. You must not reproduce, modify, distribute, publish, sell or commercially exploit it without prior written permission.

Limitation of Liability

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 cannot be excluded under applicable law.

Subject to the paragraph above, Horizon Health Group Ltd will not be liable for:

• Loss arising from inaccurate, incomplete or withheld information supplied by you
• Loss caused by using medication contrary to clinical instructions
• Indirect, consequential or purely economic loss that was not reasonably foreseeable
• Loss caused by third-party delay, courier failure, laboratory disruption, pharmacy stock issues or system outage outside our reasonable control
• Loss resulting from reliance on general website information instead of individual medical advice

Where liability can lawfully be limited, our total liability arising from a specific paid service will not exceed the amount you paid to Horizon Health Group Ltd for that service during the 12 months preceding the event giving rise to the claim.

This limitation does not reduce any remedy or right that the law does not allow us to exclude.

Events Outside Our Reasonable Control

We will not be responsible for delay or failure caused by events outside our reasonable control, including severe weather, transport disruption, industrial action, epidemic or pandemic, cyber incident, power failure, internet outage, supplier failure, regulatory action, medicine shortage or interruption to laboratory, pharmacy or courier services.

We will take reasonable steps to reduce disruption and resume affected services where practicable.

Complaints

Complaints will be handled in accordance with our Complaints Policy.

Clinical complaints will be reviewed by an appropriately qualified person who was not directly responsible for the matter where reasonably practicable.

Raising a complaint will not adversely affect the standard of care you are entitled to receive.

Suspension and Termination

You may stop using our services subject to any applicable notice period, outstanding fees, clinical handover requirements and cancellation terms.

We may suspend or terminate services where:

• Continuing treatment is not clinically appropriate
• Required monitoring is repeatedly missed
• You breach these Terms
• There is abusive, threatening, dishonest or unsafe behaviour
• Fees remain unpaid after reasonable attempts to resolve the matter
• We cease offering the relevant service

Where clinically appropriate, we will take reasonable steps to explain the decision and signpost you to alternative care.

Changes to These Terms

We may update these Terms to reflect changes in law, regulation, clinical practice, our business, technology or the services we provide.

The version published on our website will apply from its stated effective date. Where a change materially affects an ongoing paid service, we will provide reasonable notice where practicable.

Transfer, Third-Party Rights and Severability

You may not transfer your rights or obligations under these Terms without our written consent.

We may transfer our rights or obligations as part of a lawful business reorganisation, sale, outsourcing arrangement or transfer of services, provided your legal rights are not materially reduced.

A person who is not a party to these Terms has no right to enforce them under the Contracts (Rights of Third Parties) Act 1999.

If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in effect.

Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction, subject to any mandatory consumer right allowing proceedings to be brought in another part of the United Kingdom.

Company and Contact Information

Horizon TRT and Hrzn are trading and brand names used by:

You can contact us using the contact details published on the Horizon TRT website.

We aim to acknowledge electronic communications within a reasonable period during normal working days. Response times may be longer where a matter requires clinical review, investigation or input from a third party.