1. THESE TERMS OF SERVICE

1.1. These website terms of service (“Service Terms”), alongside our Privacy Policy, set out the basis on which we supply our service to you via our platform, app, in-person services and other facilities (our “Service”)

1.2. When you use our Services, you will explicitly affirm that you accept these Service Terms and that you agree to abide by them. You should also carefully review our Privacy Policy before subscribing to our Services.

1.3. Please take some time and read these Service Terms carefully before you use our Services. You will find out who we are, how we provide our Services to you, how we may change or terminate our contract with you, what to do if there is a problem and lots of other important information.

1.4. If for any reason you do not agree to these Service Terms, you must not use our Services.

2. Information about us

2.1. Our Services are owned and operated by Menwell Limited (“Menwell”, “we”, “us” or “our”) and its subsidiaries. We are a company incorporated in England and Wales under company number 11476975. Our registered office address is: Bronze Building, 105 Sumner Street, London, United Kingdom, SE1 9HZ.

2.2. Our VAT number is: 302 0074 74.

2.3. We are a limited company.

2.4. You can contact us at: help@manual.co

2.5. Our subsidiaries include:

• MWN Services Limited.
• Optimale Limited.
• Think CBT Limited.
• Vitalia Clinic Group Limited.
• CJA Balance Limited.
• Menopause Care Limited.
• H3 Health limited.

2.6. We, alongside our subsidiaries, are jointly and severally liable for all obligations stated within these Service Terms.

2.7. Our pharmacy's registered address is Unit 150, Verda Park, Hithercroft Road, Wallingford, OX10 9AT and is registered with the General Pharmaceutical Council (“GPhC”) with number 9012134

2.8. The clinicians we engage are registered in the United Kingdom with the General Medical Council or the General Pharmaceutical Council (and where relevant each hold accredited pharmacist independent prescriber qualifications). Clinicians are trained in providing remote consultations as well as delivering treatment and prescribing medication in an online context. The clinicians are individually accountable for the prescriptions they issue.

2.9. If we need to contact you for any reason we will do so by in app message, phone, email or post to the number or address that you provided in your customer account. Please note that you must provide us with a valid UK phone number on registration. When we say “writing” or “written” in these Service Terms, this includes emails or other electronic written format.

3. How we may use your personal information

3.1. When you use our Services you will need to provide us with information about yourself. We use the information: for prescription only medicines, to review your medical information (e.g. your personal medical details (age, weight, blood pressure information) and the information submitted in the online medical questionnaire) and to allow our clinicians to confirm whether the ordered treatment is deemed clinically appropriate; to supply the products to you (e.g. your delivery address); to process your payment for the products (e.g. your billing address and credit card details, for which we store only the last four digits of your payment card); and if you agreed to this when ordering, to give you information about similar products that you might like – you can stop receiving this information at any time by contacting us.

3.2. Our Privacy Policy sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our Services, you consent to such processing and you warrant that all data provided by you is accurate.

4. Our contract with you and the online consultation process

4.1. After you have placed your order we will message you to confirm that we have received your order. To help protect against fraud and ensure safe transactions, we may ask you to provide proof of identity when processing your subscription request. Where requested, this material will be necessary to complete your subscription. Delay in supplying adequate proof of identity may result in delay to or cancellation of your subscription.

PRESCRIPTION ONLY MEDICINES

4.2. Please note that prescription only medicine plans are provided on a subscription basis.

4.3. For prescription only medicine plans, if a relevant treatment is deemed clinically appropriate, the clinicians will review and determine whether or not to approve your recommended treatment plan. We’ll send you another message to confirm we have accepted your recommended treatment plan if one of our clinicians has assessed your medical information, confirmed that the treatment is clinically appropriate and has issued your prescription to the Pharmacy. If we confirm that we have issued your prescription to the Pharmacy and accepted your order, a contract will come into existence between us and yourself. At this point we will also give you an order number. We will not take payment for prescription only medicines until we have accepted your recommended treatment plan.

4.4. We send prescriptions electronically and securely to the Pharmacy, where they dispense and dispatch the product on the same day or the next working day.

4.5. If the clinician requires further information, you will receive a message. The order will not be processed until you have replied to the clinician’s message. This must be within 10 days of placing your order. If you fail to reply within this timeframe your order will be declined and you will not be charged.

4.6. Treatment plans presented on our platform are indicative only and prescription medication plans are subject to clinical determination. Indications regarding potential treatment plan progression are not legally binding terms of this agreement. Should a particular medicinal product or course of treatment become, in the opinion of our clinician, clinically unsuitable (whether as a result of a change in your clinical presentation, health, tolerance of medication or for any other reason), dispensing of that medicinal product will be discontinued and we will work with you to find an appropriate ongoing course of treatment.

Prescription only medicines are dispensed to you as part of a subscription service as follows:

4.7. By commencing a treatment service for a prescription only medicine, you agree to a rolling monthly subscription that will continue until cancelled, subject to the clinical appropriateness assessment by the clinician. The subscription includes:

4.7.1. supply of the prescribed medication recommended by the clinician

4.7.2. ongoing clinical consultation and support 4.7.3. customer support services; and

4.7.4. home delivery of products

4.8. You provide us with a continuous payment authority to charge your payment card for the specified amount on approval of your order and at monthly intervals following such approval date.

4.9. You can cancel your subscription at any time on notice to us.

4.10. We reserve the right to cancel your subscription at any time on notice to you.

4.11. Once we have confirmed we have received your cancellation notice you will not be charged for any further supply and no further medication will be dispatched to you. If your subscription is terminated, payments received relating to dispatched medicines will not be refunded.

NON-PRESCRIPTION, SUPPLEMENTS AND COSMETIC PRODUCTS

4.12. Other Products may be provided to you on a subscription basis or through a non-subscription transaction for a single item or order, with no recurring payments (“One Time Purchase”). When using our Service, it will be clearly indicated at checkout whether you are making a One Time Purchase or subscribing to a recurring subscription plan. By completing your purchase or subscription, you acknowledge and agree to the selected purchase type.

For One Time Purchase products:

4.13. If you order a One Time Purchase product, that is not a prescription only medicine, we will send you a message to confirm whether we have accepted your order. An online consultation is not necessary and you will be charged for the product on placing your order. For Other Products provided via a subscription basis:

4.14. You provide us with a continuous payment authority to charge your payment card for the specified amount on approval of your order and at monthly intervals following such approval date.

4.15. You can cancel your subscription at any time on notice to us.

4.16. We reserve the right to cancel your subscription at any time on notice to you.

4.17. Once we have confirmed we have received your cancellation notice you will not be charged for any further supply and no further products will be dispatched to you. If your subscription is terminated, payments received relating to dispatched products will not be refunded.

ALL PRODUCTS

4.18. If we are unable to accept your order, we will let you know and you will be refunded in full to the same payment card. We cannot accept your order if the clinicians decide that the medicine ordered is not clinically appropriate. Sometimes we also cannot accept orders because the product is out of stock, because of unexpected limits on our resources, because we have noticed an error in the price or description of the product or because we are unable to meet a delivery deadline that you have specified.

4.19. Refunds may take up to 10 working days to appear in your bank account.

4.20. Products are delivered within the UK only. We do not accept liability for any onward transport of deliveries by customers or third parties outside of our control. 4.21. Your transaction may be subject to SCA (Secure Customer Authentication) when you purchase from us, this is at our discretion until UK regulation is confirmed and enforced. Any transactions related to recurring orders, or new orders with the same details, will not use SCA if the original payment was taken without it.

COACHING:

4.22. As part of our Service, we use artificial intelligence (AI) to assist in coaching and to provide non-clinical support recommendations. Our AI tools are designed to enhance your experience by offering tailored support and guidance based on your specific needs.

4.23. For coaching, we also use automated responses. Whilst these automated systems help us respond quickly and efficiently, there may be instances where human assistance is required, and we are here to help when needed. For the avoidance of doubt, prompts and messages sent via coaching may be automated for efficiency and may not always be sent directly from your coach.

TESTOSTERONE REPLACEMENT THERAPY, ERECTILE DYSFUNCTION, HAIR LOSS AND WEIGHT LOSS SERVICES

4.24. We provide Testosterone Replacement Therapy (TRT), Erectile Dysfunction, Hair Loss and Weight Loss treatment services. Menwell Limited is registered with the Care Quality Commission (CQC) – https://www.cqc.org.uk/provider/1-7337623585.

4.25. For the provision of Hair Transplant treatment services at Unit B, Spectrum Park, Whitehouse Street, Leeds, LS10 1AD, we engage as our subcontractor our subsidiary company, Vitalia Clinic Group Ltd (“Vitalia”). Vitalia is registered with the Care Quality Commission (CQC) – https://www.cqc.org.uk/provider/1-13942551929.