Terms & conditions

Please read these terms before you use Trinsic Rx. They explain what we do, what we need from you, and how payments and cancellations work. By creating an account you agree to them.

1. About us and these terms

Trinsic Rx is run by Trinsic Innovations Limited, 7a Ballymullan Road, Crawfordsburn, Co Down, BT19 1JG (company number NI718996, VAT number 472278473). Contact: hello@trinsic-rx.com.

These terms apply together with our privacy policy, medical disclaimer and refund and cancellation policy.

2. Who can use Trinsic Rx

• You must be 18 or over and live in the UK. We can only deliver to UK addresses.
• The account must be for you. You must not create an account or complete a consultation for someone else.
• You can have one open consultation at a time.

3. What we provide – and what we don't

We provide a free online consultation, an assessment by a UK-registered clinician, and – if suitable – a prescription, a treatment plan, monthly delivery, progress reviews, secure messaging and video consultations.

We are not an emergency service and we do not replace your GP or in-person care. If you feel unwell, call NHS 111. In an emergency, call 999.

4. Your account

• You sign in with a code sent to your email and a code from an authenticator app on your phone. Keep your email, phone and authenticator app secure, and don't share your codes.
• Tell us straight away if you think someone else has accessed your account.
• If you lose access to your authenticator app, email us from your account's email address. We will check who you are before resetting it.

5. Your consultation

• You must give honest, complete and up-to-date information, and photos that are clear, recent and of you. The safety of your treatment depends on it.
• Before you send your consultation, you confirm the declarations shown, including the sun-safety agreement.
• A clinician aims to review it within 24–48 hours. It can take longer at busy times. They may message you in your account with questions.
• Sending a consultation does not guarantee a prescription. Every decision is made by a clinician using their professional judgement. They may decline treatment, suggest another option, or advise you to see your GP.

6. If treatment is suitable

• Your clinician issues a prescription and a treatment plan with instructions. Your treatment is dispensed by a UK pharmacy registered with the General Pharmaceutical Council and delivered to your address.
• Your plan starts when you set up a monthly Direct Debit. The price is shown before you agree – currently £35 per month, including your treatment, delivery, messages with your clinician, reviews and video consultations if needed. Prescription treatment is zero-rated for VAT, so no VAT is added (VAT at 0%).
• Each month we take the payment and arrange your next delivery. You will see your payments and receipts in your account.

7. Reviews every 3 months

To keep your treatment safe, you will be asked to complete a short review every 3 months, with new photos. If a review is due and not completed, we may hold your next delivery (and payment) until you have done it. Your clinician may also ask for a review sooner, change your plan, or stop treatment if it is no longer suitable.

Tell us straight away – using "Add new medical information" in your account – if your health changes, you start a new medicine, or you become pregnant, are trying to become pregnant or are breastfeeding.

8. Managing, pausing and cancelling your plan

• In your account you can skip a month, pause for 1–3 months, or cancel – with no fees.
• Changes take effect before your next payment and delivery if made in time. Anything already dispatched is covered by our refund and cancellation policy.
• A clinician may pause or stop your plan for safety reasons. We will tell you why.

9. Messages and video consultations

• Messages in your account are the secure way to contact your clinician. They are not for emergencies. We aim to reply within 48 hours.
• You can ask for a video consultation. Your clinician will confirm a time or explain why it isn't needed. Calls take place in your browser, are not recorded, and your clinician may write notes afterwards.
• Our emails only tell you that you have a new message – they never contain health details.

10. Using our service properly

You must give us true, complete and up-to-date information about yourself. It is an offence to knowingly give false or misleading information to obtain a prescription medicine, and doing so could seriously harm your health.

You must not misuse the service, for example by giving false information, trying to access other people's information, or using treatment prescribed for you for anyone else. We may close your account if you do, or if the law or clinical safety requires it. You can close your account at any time by messaging us in your account or emailing us; we will still keep your medical record as the law requires.

11. Our clinicians

Our clinicians are UK-based and registered with their UK professional regulator (for example the General Medical Council, Nursing and Midwifery Council or General Pharmaceutical Council), and hold appropriate indemnity cover. They make their own clinical decisions.

12. Complaints

If you are unhappy with any part of our service, please tell us at hello@trinsic-rx.com or in your account. We aim to resolve complaints within 5 working days. If you are unhappy with the outcome, you can contact your clinician's professional regulator (for example the General Medical Council, Nursing and Midwifery Council or General Pharmaceutical Council).

13. Our responsibility to you

• We provide our service with reasonable care and skill. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.
• We are not responsible for losses that were not foreseeable, or for problems caused by you giving inaccurate information or not following your treatment instructions.
• We work hard to keep the service available, but it may sometimes be unavailable for maintenance or reasons outside our control.
• These terms do not affect your legal rights as a consumer.

14. Our website content

The content on our website and in the portal belongs to Trinsic Innovations Limited. Information you give us, including photos, is used only as described in our privacy policy.

15. Changes to these terms

We may update these terms. We will update the date at the top and, for significant changes, tell you in your account or by email before they apply to you.

16. Law

These terms are governed by the law of Northern Ireland. If you live elsewhere in the UK, you can also bring a claim in the courts where you live. If any part of these terms can't be enforced, the rest still applies.