Terms & Conditions
Terms & Conditions
Last updated: 16 July 2026
Contents
- Introduction
- About us and how to contact us
- Access to our website and eligibility
- Our services
- Identity and BMI verification
- Orders, acceptance and supply
- Pricing and payment
- Delivery and the nume Promise
- Cancellations, returns and refunds
- Our liability
- Intellectual property
- Changes to these terms
- Entire agreement
- Governing law
1. Introduction
1.1 These terms and conditions (together with the documents referred to within them) set out the terms on which you may use our website, www.joinnume.co.uk (the "website"), and the terms on which we provide our services and supply products to you, whether as a guest or a registered user. Please read these terms carefully before using our website or placing an order.
1.2 Our Privacy Policy also applies to your use of the website and explains how we handle your personal and health information. Our Delivery Policy, Returns and Refunds Policy and Prescribing and Dispensing Policy form part of these terms.
1.3 By using our website or placing an order, you confirm that you accept these terms and agree to comply with them. If you do not agree to these terms, you must not use our website or our services.
1.4 We recommend you save or print a copy of these terms for your records.
1.5 We may update these terms from time to time. The version published on our website at the time you place an order is the version that applies to that order.
2. About us and how to contact us
2.1 nume is a trading name of OVIO LTD ("we", "us", "our"), a company registered in England and Wales under company number 16090993. Our registered office is 109 Coleman Road, Leicester, LE5 4LE, United Kingdom.
2.2 Our pharmacy operates from 54 Thurcaston Road, Leicester, LE4 5PF and is registered with the General Pharmaceutical Council ("GPhC") as a distance selling pharmacy, GPhC premises number 9012878. Our Superintendent Pharmacist is Mahommed Zunaid Ayub Patel (GPhC No. 2217101).
2.3 Prescribing services are delivered by GPhC-registered Independent Prescribers, regulated by their respective professional bodies. You can verify our pharmacy and our prescribers on the GPhC public register at www.pharmacyregulation.org.
2.4 You can contact us by email at hello@joinnume.co.uk. If we need to contact you, we will do so using the email address or phone number you provided with your order or account.
2.5 Our website and services are not for medical emergencies. In an emergency, call 999, or 111 for urgent medical advice.
3. Access to our website and eligibility
3.1 Our website and services are intended for people residing in the United Kingdom. We do not represent that our content or services are appropriate for use in other locations, and we do not supply medicines outside the UK.
3.2 You must be at least 18 years old to use our services or purchase products from us. By placing an order, you confirm that you are 18 or over and that all information you provide to us is true, accurate and complete.
3.3 Eligibility for treatment is determined solely by our prescribers, based on the eligibility criteria they apply, your consultation, and the verification steps described in section 5. Meeting minimum requirements (such as age or BMI) does not guarantee that treatment will be prescribed.
3.4 Your account details are confidential and must not be shared with anyone else. You are responsible for all activity under your account. We may suspend or disable your account if we reasonably believe these terms have been breached, or where we consider it necessary to protect patient safety.
3.5 Access to our website is permitted on a temporary basis. We may withdraw, suspend or amend the website or any part of our services without notice, and we will not be liable if the website is unavailable at any time.
3.6 Where our website links to third-party sites or resources, these links are provided for information only. We have no control over their content and accept no responsibility for them.
4. Our services
4.1 You must register an account with us before you can complete a consultation or place an order for treatment.
Prescription-only medicines
4.2 When you request a prescription-only medicine, we provide an online consultation based on the questionnaire you complete and your answers to any follow-up questions raised by our prescribers. Our consultation questions are prepared in line with best clinical practice.
4.3 You must provide full and accurate details of your medical conditions, medications and relevant history, and you must keep us informed of any changes, both by updating your account and each time you place a new order.
4.4 If our prescriber determines that treatment is clinically appropriate for you, a prescription will be issued to our pharmacy, which will dispense and supply the medicine to you.
4.5 If our prescriber determines that treatment is not appropriate for you, we will notify you, your order will be cancelled, and you will be refunded in full.
Pharmacy medicines
4.6 When you request a pharmacy medicine (such as orlistat 60mg products), a prescription is not required, but supply is subject to a suitability check by our pharmacy team. If the product is not suitable for you, we will notify you, your order will be cancelled, and you will be refunded in full.
Communication with our clinical team
4.7 All clinical communication between you and our prescribers must take place through the secure messaging within your account. The email address hello@joinnume.co.uk should be used for general enquiries only and must not be used to share medical information.
4.8 If our prescribers or pharmacy team require further information from you, you will receive a message in your account. Your order will not progress until you reply. If you do not reply within 72 hours of the message being sent, your order will be cancelled and refunded in full.
GP notification
4.9 Communication with your registered GP is an important part of the safe supply of weight loss medicines. By placing an order, you acknowledge and consent to us notifying your registered GP that you have been prescribed and supplied a weight loss medicine through our service, and at clinically appropriate points during your treatment (including dose changes, stopping treatment, or clinically significant issues). If you do not consent to GP notification, our prescriber will assess whether it remains clinically safe and appropriate to treat you; if it is not, treatment will be declined and you will be refunded in full. We will not withhold a notification where we consider it necessary to protect your safety or to comply with our professional duties. You are responsible for providing accurate, up-to-date GP details; if you do not have a registered GP, you must tell us during your consultation, and our prescriber will decide whether it is safe to proceed. Details of what a notification contains are set out in our Privacy Policy.
Repeat treatment and clinical reviews
4.10 Continued or repeat supply is subject to a successful clinical review at intervals determined by our prescriber. Before a repeat order is approved, you may be asked to provide updated weight, BMI verification and answers to clinical questions. If you do not complete a requested review within 72 hours, your repeat order will be cancelled and refunded in full. Our prescribers may, at any time and for any clinical reason, decline to issue a prescription, adjust or stop a dose, or end your treatment with us; where this happens, we will explain the reasoning and, where appropriate, signpost you to other support.
Side effects and safety
4.11 All medicines can cause side effects. You must read the patient information leaflet supplied with your medicine and follow the directions given. If you experience serious or persistent symptoms, stop taking the medicine and seek medical advice immediately; in an emergency, call 999, or 111 for urgent advice. You can report suspected side effects to the MHRA through the Yellow Card scheme at yellowcard.mhra.gov.uk. Our service is not an emergency service.
5. Identity and BMI verification
5.1 As a GPhC-registered pharmacy, we are required to verify your identity and confirm your BMI before treatment can be approved.
5.2 Identity verification is carried out through our verification partner, Yoti, and through documents and media you upload to your account. Depending on whether you are new to treatment or transferring from another provider, we may require: photo ID (passport or driving licence); a live video of you on your scales to verify your weight; and, for transferring patients, your previous prescription or proof of supply.
5.3 After placing your order, you will receive an email to create or access your account and complete your uploads. If the required uploads are not completed within 72 hours of your order being placed, your order will be cancelled and refunded in full.
5.4 If you fail identity verification, or if we are unable to verify the information you provide, we will not be able to supply prescription medication and your order will be cancelled and refunded in full.
5.5 Timelines for same day approval and dispatch depend on your uploads being completed promptly and correctly, as set out in section 8.
6. Orders, acceptance and supply
6.1 Your order constitutes an offer to purchase. Acceptance of your order takes place when we email you to confirm that your order has been approved and is being processed. No contract for the supply of medicine exists until that point.
6.2 We may be unable to accept your order for reasons including, but not limited to: our prescribers determining that treatment is not clinically appropriate; failed or incomplete identity or BMI verification; the product being out of stock; unexpected limits on our resources; or the identification of an error in the description or price of a product. Where we cannot accept your order, you will be refunded in full.
6.3 Professional codes of conduct, clinical guidance and legal restrictions may limit the quantity and frequency of any medicine we are permitted to supply to you. Our prescribers' and pharmacists' decisions on quantity and frequency are final.
6.4 All medicines are supplied for your personal use only. You must not resell, share or otherwise supply any medicine we provide to you to any other person.
6.5 By using our service, you also agree that you will: take your medicine only as directed, and not increase your dose ahead of the schedule set by your prescriber or exceed the maximum prescribed dose; store your medicine safely, including refrigeration where required, and out of the reach of children; inform us promptly of any new medical condition, new medication, pregnancy or planned pregnancy, or significant change in your health while under our care; not place duplicate orders, use multiple identities, or otherwise attempt to obtain medicines beyond what has been clinically approved for you; and treat our staff with respect. Abusive, threatening or harassing behaviour, or any breach of this clause, may result in your account being closed and treatment refused.
7. Pricing and payment
7.1 Prices are as displayed on our website at the time of your order and include your consultation, prescription, standard delivery and aftercare support. There are no hidden fees.
7.2 We do not operate subscriptions. There is no recurring billing, no auto-renewal and no automatic reordering, including on multi-pen bundles. Every order is placed by you, and each order is subject to a fresh clinical review.
7.3 Payment is taken at the point of ordering. If your order is cancelled for any of the reasons set out in these terms, you will be refunded in full to your original payment method.
7.4 If we identify a pricing error affecting your order, we will contact you before proceeding, and you will have the option to reconfirm at the correct price or cancel with a full refund.
8. Delivery and the nume Promise
8.1 Orders placed before 12pm on a working day (Monday to Friday, excluding bank holidays) qualify for same day clinical review and, if approved and verification is complete, same day dispatch with free next working day delivery via DPD ("the nume Promise").
8.2 The nume Promise depends on you completing identity and BMI verification promptly and correctly. Delays in uploading, or incorrect or incomplete uploads, mean same day dispatch and next working day delivery cannot be guaranteed.
8.3 Orders placed after 12pm, or approved after 12pm due to outstanding verification or clinical queries, will be dispatched on the next working day.
8.4 All orders are delivered tracked, in plain packaging. Full details, including how we handle temperature-sensitive medicines, are set out in our Delivery Policy.
8.5 You are responsible for providing an accurate delivery address and for being available to receive your delivery, including responding to DPD notifications. Temperature-sensitive medicines (such as GLP-1 injectable pens) may become unusable if delivery fails or is refused. Where a delivery fails or is refused due to your error or unavailability, we are unable to refund or replace temperature-sensitive medicines, as they cannot be safely re-supplied.
8.6 If your order arrives damaged, you must contact us at hello@joinnume.co.uk within 48 hours of delivery with photographs of the damage and the packaging. Where damage occurred in transit, we will manage the claim with the courier and arrange a replacement or refund. We are unable to consider damage claims reported after 48 hours.
9. Cancellations, returns and refunds
9.1 You may cancel your order at any time before dispatch by contacting us, and you will be refunded in full.
9.2 Due to their nature, medicines cannot be returned, exchanged or refunded once dispatched. This is a legal and safety requirement: medicines that have left our pharmacy cannot be re-supplied to another patient. This does not affect your statutory rights in respect of products that are faulty, damaged or not as described.
9.3 If treatment is not approved, if verification is not completed within 72 hours, or if you do not respond to a clinical query within 72 hours, your order will be cancelled and refunded in full, automatically.
9.4 Full details are set out in our Returns and Refunds Policy.
10. Our liability
10.1 Nothing in these terms excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, or for fraud.
10.2 Medicines are prescribed and supplied on the basis of the information you provide to us. We are not liable for any loss or harm arising from information you provide that is incorrect, incomplete or misleading.
10.3 The information on our website is provided for general information and does not replace the advice of your GP or other healthcare professionals. You should inform your GP of any treatment you receive from us, and we are not liable for loss arising from your failure to do so, or from your failure to follow the advice and directions provided with your medicine.
10.4 We supply products and services for private, domestic use only. We have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
10.5 Subject to clauses 10.1 to 10.4, our total liability to you in connection with any order is limited to the price paid for that order.
11. Intellectual property
11.1 We are the owner or licensee of all intellectual property rights in our website and the material published on it. All such rights are reserved.
11.2 You may print or download extracts from our website for your personal use only. You must not modify any materials, use any content for commercial purposes, or use any illustrations, photographs or graphics separately from their accompanying text.
12. Changes to these terms
12.1 We may revise these terms from time to time. Changes take effect when published on our website. The terms in force at the time you place an order are the terms that apply to that order.
13. Entire agreement
13.1 These terms, together with the documents expressly referred to in them, constitute the entire agreement between you and us and supersede all previous discussions, correspondence and arrangements relating to their subject matter.
13.2 We may restrict, suspend or terminate your access to our website or services if we reasonably believe you have breached these terms. Any such action is without prejudice to any other rights we may have.
14. Governing law
14.1 These terms are governed by the laws of England and Wales. You and we both agree that the courts of England and Wales will have jurisdiction over any dispute, although if you live in Scotland or Northern Ireland you may also bring proceedings in your local courts.
If you have any questions about these terms, contact us at hello@joinnume.co.uk.