Terms of service

Last updated: 19/06/2026

1. About these terms

These terms of service ("Terms") govern your use of the GRWTH website and services. By using our website, submitting a consultation, or placing an order, you agree to be bound by these Terms.

GRWTH is a trading name of Hightown Pharmacy. References to "GRWTH", "we", "us", or "our" in these Terms mean Hightown Pharmacy.

Registered pharmacy	Hightown Pharmacy
GPhC registration	05087703
Superintendent pharmacist	Daniel Higham
Registered address	Alt Road, Hightown, L38 0BF
Contact email	support@getgrwth.co.uk

Please read these Terms carefully before using our service. If you do not agree with any part of these Terms, you should not use our website or services.

We may update these Terms from time to time. Where changes are significant, we will notify you by email or by displaying a notice on our website. Continued use of the service after changes are published constitutes acceptance of the updated Terms.

2. Our service

GRWTH provides an online hair loss treatment service. The service includes:

• An online consultation form where you provide information about your hair loss, medical history, and health.
• Clinical review of your consultation by a qualified prescriber.
• Where clinically appropriate, the prescribing and dispensing of treatment by a registered UK pharmacy.
• Delivery of treatment to your specified address.
• Ongoing pharmacist-led support and aftercare.

Our service is a pharmacy service, not a medical practice. We do not replace your GP or specialist. If you have concerns about an underlying medical condition, you should consult your GP or another appropriate healthcare professional.

We do not guarantee that treatment will be prescribed. All prescribing decisions are made at the clinical discretion of the reviewing prescriber. If treatment is not suitable for you, we will let you know and, where possible, suggest alternative next steps.

3. Eligibility

To use our service, you must:

• Be at least 18 years of age.
• Be a resident of the United Kingdom.
• Provide accurate and truthful information during the consultation process.
• Have a valid UK delivery address for any prescribed treatment.

By submitting a consultation, you confirm that you meet these requirements. Providing false or misleading information during the consultation may result in treatment being declined, your account being suspended, and could put your health at risk.

4. Consultation and clinical review

When you complete an online consultation, your responses are reviewed by a qualified prescriber. This review is carried out in accordance with GPhC standards and relevant clinical guidelines.

The prescriber may:

• Approve a treatment plan where clinically appropriate.
• Request additional information before making a decision.
• Decline to prescribe if treatment is not suitable for you.
• Recommend that you consult your GP or another healthcare provider.

You should answer all consultation questions honestly and completely. This includes disclosing all current medications, known allergies, existing medical conditions, and any previous adverse reactions to treatment. Failure to provide accurate information may result in inappropriate treatment being prescribed, which could harm your health.

The clinical review is not a substitute for a face-to-face medical consultation. If your prescriber advises you to seek further medical advice, you should do so.

5. Prescribing and dispensing

Where treatment is approved, prescriptions are issued by a qualified prescriber and dispensed by Hightown Pharmacy, a GPhC-registered pharmacy.

All prescribing and dispensing is carried out in accordance with:

• The Human Medicines Regulations 2012.
• GPhC standards for registered pharmacies.
• Relevant NICE and professional body guidance.

We reserve the right to refuse to dispense a prescription if we have reasonable grounds to believe it is not in the patient's best interest, or if we identify a safety concern.

Medications are dispensed specifically for the individual named in the consultation. You must not share, sell, or give your medication to anyone else. Doing so may be a criminal offence.

6. Orders and payment

Prices for treatment plans are displayed on our website and are inclusive of VAT where applicable. We reserve the right to change prices, but any changes will not affect orders that have already been confirmed.

Payment is taken at the point of order via our payment provider, Ryft. By submitting a payment, you confirm that the payment details provided are yours or that you have authorisation to use them.

An order is confirmed when you receive an order confirmation from us. A confirmed order means we have accepted your order for processing — it does not guarantee that treatment will be prescribed. If the prescriber determines that treatment is not suitable following your consultation the charge against your account will be cancelled and it will be returned into your account in 1-7 working days depending on your bank.

We are not responsible for payment processing errors caused by your bank, card issuer, or the payment provider. If a payment fails, your order will not be processed.

7. Subscriptions and recurring orders

Some treatment plans may be offered on a subscription basis with recurring deliveries and payments. If you subscribe to a recurring plan:

• You authorise us to charge your chosen payment method at the agreed interval (e.g. monthly) until you cancel.
• We will notify you before each renewal payment is taken, giving you the opportunity to cancel or adjust your plan.
• You may cancel a subscription at any time by contacting us at support@getgrwth.co.uk or through your account. Cancellation takes effect from the next billing cycle.
• Cancelling a subscription does not entitle you to a refund for the current billing period.

We may pause or cancel your subscription if a prescriber determines that continued treatment is no longer appropriate, or if a follow-up consultation is required before further supply.

8. Delivery

We deliver to addresses within the United Kingdom. Estimated delivery times are provided at checkout and in your order confirmation. These are estimates and not guaranteed delivery dates.

All orders are sent in plain, unmarked packaging with no external indication of the contents.

You are responsible for ensuring that the delivery address provided is accurate and that someone is available to receive the delivery where required. We are not responsible for delays or failed deliveries caused by incorrect address details, failed delivery attempts, or circumstances outside our control.

If your order is lost or damaged in transit, please contact us within 7 days of the expected delivery date and we will investigate.

9. Cancellations and refunds

Before dispensing

If you wish to cancel your order before your prescription has been dispensed, contact us as soon as possible at support@getgrwth.co.uk. We will issue a full refund if the order has not yet been prepared.

After dispensing

Once a prescription medicine has been dispensed and dispatched, it cannot be returned or refunded. This is in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which exempt medicinal products from the 14-day cancellation right once they have been dispensed.

This exemption exists because dispensed medicines cannot be resold or reused for safety reasons.

Treatment not approved

If the prescriber determines that treatment is not suitable for you, you will not be charged for the prescription. If payment has already been taken, a full refund will be issued for the treatment element of your order.

Non-prescription products

Non-prescription items (such as vitamins or supplements) may be returned in unused, unopened condition within 14 days of delivery for a refund, in accordance with the Consumer Contracts Regulations 2013. Return postage costs are your responsibility unless the item is faulty or incorrect.

Faulty or incorrect items

If you receive an item that is damaged, faulty, or incorrect, contact us within 7 days. We will arrange a replacement or refund at no additional cost to you.

10. Your responsibilities

When using our service, you agree to:

• Provide accurate, complete, and up-to-date information in your consultation and account details.
• Inform us of any changes to your health, medications, or circumstances that may affect your treatment.
• Use any prescribed treatment strictly as directed by the prescriber and in accordance with the patient information leaflet provided.
• Not share, sell, or transfer your medication to any other person.
• Seek medical attention promptly if you experience any adverse effects or have concerns about your treatment.
• Not use the service for any unlawful purpose or in any way that may damage, impair, or compromise the service.
• Keep your account login details secure and not share them with others.

11. Medical disclaimer

The information provided on the GRWTH website is for general informational purposes and is not intended as medical advice. It does not replace a consultation with your GP or specialist.

Treatment outcomes vary between individuals. We do not guarantee that treatment will be effective for you, and we do not make claims of guaranteed results. The effectiveness of hair loss treatment depends on numerous factors, including the type and extent of hair loss, adherence to the treatment plan, and individual response.

All treatments carry potential side effects. You will be informed of relevant risks during the consultation process and in the patient information leaflet supplied with your medication. If you experience side effects that concern you, stop treatment and contact us or seek medical advice.

Our service is not suitable for all types of hair loss. Some forms of hair loss require investigation and management by a GP, dermatologist, or other specialist. If your prescriber recommends further investigation, you should follow that advice.

12. Intellectual property

All content on the GRWTH website — including text, images, graphics, logos, design, layout, and software — is the property of Hightown Pharmacy or its licensors and is protected by copyright, trademark, and other intellectual property laws.

You may not reproduce, distribute, modify, or create derivative works from any content on this website without our prior written permission.

The GRWTH name and logo are trademarks of Hightown Pharmacy. Use of our trademarks without permission is prohibited.

13. Limitation of liability

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence.
• Fraud or fraudulent misrepresentation.
• Any other liability that cannot be excluded or limited under applicable law.

Subject to the above, our total liability to you in connection with the service — whether in contract, tort (including negligence), breach of statutory duty, or otherwise — shall not exceed the total amount paid by you for the specific order or service giving rise to the claim.

We are not liable for:

• Any indirect, incidental, special, or consequential loss or damage.
• Loss of profit, revenue, data, or anticipated savings.
• Treatment outcomes or the effectiveness of any prescribed medication.
• Any harm resulting from inaccurate or incomplete information you provide during the consultation.
• Delays or failures in service caused by circumstances beyond our reasonable control (including but not limited to postal delays, supply chain issues, or technical failures).

Nothing in these Terms affects your statutory rights as a consumer.

14. Termination

You may stop using our service at any time. If you have a subscription, see section 7 for cancellation details.

We may suspend or terminate your access to the service at our discretion if:

• You breach these Terms.
• You provide false or misleading information.
• We are required to do so by law or regulation.
• Continued supply of treatment would, in the clinical judgement of the prescriber, not be appropriate.

Where we terminate your access, we will notify you and explain the reason. Any outstanding orders that have been dispensed will still be delivered. Refunds for undelivered orders will be processed in accordance with section 9.

Termination does not affect any rights or obligations that have already accrued, nor does it affect any provisions of these Terms that are intended to survive termination (including sections on liability, intellectual property, and governing law).

15. Complaints

If you are unhappy with any aspect of our service, we want to hear about it. You can raise a complaint by contacting us:

Email	support@getgrwth.co.uk
Post	Complaints, Hightown Pharmacy, [REPLACE: postal address]

We will acknowledge your complaint within 3 working days and aim to provide a full response within 20 working days. If we need longer, we will let you know.

If you are not satisfied with our response, you may escalate your complaint to:

• The General Pharmaceutical Council (GPhC) for concerns about the pharmacy service — pharmacyregulation.org
• The Parliamentary and Health Service Ombudsman (PHSO) for unresolved complaints about NHS pharmacy services — ombudsman.org.uk

16. General

Governing law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or the service will be subject to the exclusive jurisdiction of the courts of England and Wales.

Entire agreement

These Terms, together with our Privacy Policy and any specific terms displayed at the point of purchase, constitute the entire agreement between you and us in relation to the service.

Severability

If any provision of these Terms is found to be invalid or unenforceable by a court, the remaining provisions will continue in full force and effect.

Waiver

A failure by us to enforce any provision of these Terms does not constitute a waiver of that provision or of the right to enforce it in the future.

Third-party rights

These Terms do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.

Contact

For any questions about these Terms, contact us at support@getgrwth.co.uk.