Terms of service

What we provide

Renvo provides clinician-led consultations and, where appropriate, ongoing treatment. Most consultations take place online; some services are delivered in person at a registered clinic.

We are a healthcare provider, not a shop. You are booking a clinical consultation, not purchasing a product.

Renvo is not an emergency service. If you need urgent help, contact your GP, call NHS 111, or call 999 in an emergency.

Booking a consultation

When you book, we ask for your name, date of birth and contact details so we can identify you and reach you. For some services we ask a short set of clinical questions beforehand.

You must give us accurate information. A clinician's advice depends on what you tell them, and incomplete or inaccurate information can make treatment unsafe.

You must be 18 or over to use our services.

Treatment is at your clinician's discretion

Booking a consultation does not entitle you to any particular treatment. A prescription is issued only where a clinician judges it clinically appropriate for you.

Your clinician may decline to prescribe, may recommend something different from what you expected, or may refer you elsewhere. That is a clinical decision and is not a service failure.

We do not offer treatment without a consultation.

Fees and payment

Where an initial consultation is free, that is stated clearly on the service page before you book.

Where treatment is prescribed, your clinician will explain the cost before anything is issued. We invoice you and take payment by card. Payment is due before a prescription is sent to our dispensing partner.

We will never charge you for something you have not agreed to.

Changing or cancelling an appointment

You can change or cancel a consultation by contacting us. We ask for reasonable notice so the slot can be offered to someone else.

Your statutory cancellation rights for services bought at a distance apply. Where you ask us to begin providing a service within the cancellation period, you may be charged for what has already been provided.

Prescriptions and dispensing

Renvo does not dispense medication. Where your clinician issues a prescription, we send it to our registered dispensing partner, who supplies it to you.

Prescribed medication cannot be returned or refunded once dispensed, for safety reasons. This does not affect your rights if something is faulty or supplied in error.

Reviews and repeat prescriptions

Ongoing treatment is reviewed regularly, usually monthly. We will contact you when a review is due.

Treatment does not renew automatically. A clinician reviews you before anything is reissued, and may change or stop treatment.

If something goes wrong

Please tell us. Most things are resolved quickly by getting in touch.

If you want to make a formal complaint, contact [to confirm] and we will follow our complaints procedure. [to confirm] — add the escalation route and expected response times.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

Your information

We use your personal information as set out in our privacy notice.

Changes and governing law

We may update these terms. The version that applies is the one published when you booked.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

This version is dated 4 September 2026.