Terms of Use | Dense Hair Experts

DENSE HAIR EXPERTS

Last Updated: July 2025

These Terms of Use and Conditions of Sale ("User Terms") govern your use of www.densehairexperts.com ("Our Site") and any Services obtained through it. Please read them carefully before using Our Site or placing any order.

By accessing Our Site or using our Services, you confirm that you have read, understood, and agreed to these User Terms. If you do not agree, please do not use Our Site.

1. Our Identity and Contact Details

We operate under the name Dense Hair Experts, a trading name of Family Pharmaceuticals Limited, a private limited company registered in England and Wales.

Company number: 16327969

Registered office address:

124 City Road, London, EC1V 2NX, United Kingdom

Trading address (operations and pharmacy services):

Unit 6, Acorn Business Park, Keighley Road, Skipton, BD23 2UE

General enquiries: help@densehairexperts.com

Customer support: hello@densehairexperts.com

Website: www.densehairexperts.com

Important notice regarding clinical services:

Family Pharmaceuticals Limited is responsible for the operation of this website and the provision of platform services. Prescription-only medicines are supplied by a GPhC-registered pharmacy, and all prescribing decisions are made independently by qualified clinicians registered with the General Pharmaceutical Council. Family Pharmaceuticals Limited does not override or influence clinical decision-making.

2. Our Services

Through Our Site, we provide the following services ("Services"):

• User account creation allowing you to access personalised treatment pathways ("Profile");

• Online healthcare consultations for specific medical conditions ("Online Consults");

• Access to prescription medications via subscription through our affiliated GPhC-registered pharmacy ("Subscribed Medications");

• Non-prescription products available on Our Site from time to time ("OTC Items").

Together, Subscribed Medications and OTC Items are referred to as "Items".

3. Eligibility and Account Registration

You are eligible to use our Services if you:

• Are at least 18 years of age;

• Are legally capable of entering into a binding contract;

• Provide accurate and complete registration information including valid contact and payment details.

Prescription Products are available only to individuals aged 18 to 65 for clinical safety reasons.

International customers:

Our platform Services and website are open to customers worldwide. However, the availability of Prescription Products to customers outside the United Kingdom is subject to applicable local laws, regulatory requirements, and the independent clinical judgment of our prescribers. We make no representation that Prescription Products are available or lawfully obtainable in every jurisdiction. It is your responsibility to ensure that ordering and receiving any product complies with the laws of your country of residence.

You are responsible for maintaining the confidentiality and security of your username and password. All activity on your Profile is your sole responsibility. Report any security concerns to hello@densehairexperts.com immediately.

4. Acceptable Use of Our Site

Our Site is intended for your individual, non-commercial use only. You agree not to:

• Compromise the safety, security, or reliability of Our Site or our technology infrastructure, including attempting to introduce malicious code or conduct denial-of-service attacks;

• Use Our Site in a way that impairs its functionality or disrupts other users' experience;

• Attempt to gain unauthorised access to any part of Our Site, user accounts, or its underlying systems;

• Upload, transmit, or distribute content that is harmful, unlawful, defamatory, or infringes the intellectual property rights of any third party;

• Create hyperlinks to Our Site without our prior written consent;

• Attempt to decompile, reverse engineer, or disassemble any software forming part of Our Site;

• Impersonate any other user, clinician, or member of staff;

• Use Our Site for any unlawful or fraudulent purpose.

Any security breach may be reported to the relevant law enforcement authorities and we will cooperate fully with any such investigation, including disclosure of your identity where required.

5. Placing Orders

You must create a Profile before placing any order. We serve customers in the United Kingdom and, for eligible products, internationally. Availability of specific products outside the UK is subject to the restrictions set out in Section 3 above.

5.1 Non-Prescription Products

A binding contract is formed between you and us when you receive an order confirmation email.

5.2 Pharmacy Medicines (P-Meds)

Orders for pharmacy medicines are unconfirmed until approved by our pharmacist. You will be notified by email upon approval. If approval is not given, no charge will be made for the product.

5.3 Prescription Products

Orders for Prescription Products are unconfirmed until: a qualified clinician has reviewed your medical information and issued a prescription; and the Pharmacy has approved and confirmed dispensing. You will be notified at each stage by email. By receiving an order confirmation for a Prescription Product, you also accept the Pharmacy Terms set out in Section 14.

6. Subscription Terms

6.1 Subscription Enrolment

Certain products on Our Site are available exclusively via subscription. Where a product is subscription-based, this will be clearly identified at checkout before you complete your purchase. By placing an order for a subscription product, you agree to enrol in the applicable subscription plan.

6.2 Recurring Payment Authority

By subscribing, you authorise us to charge your selected payment method on a recurring basis for the applicable subscription fees and any delivery charges disclosed at checkout. You may withdraw this authority at any time by cancelling your subscription in accordance with Section 6.4.

6.3 Billing

Payments are collected at your selected subscription frequency using the payment details provided at registration. Charges fall on the corresponding date of each Subscription Period commencing from your initial order date.

6.4 Cancellation of Subscription

Your subscription remains active until you choose to cancel. You may cancel at any time by emailing hello@densehairexperts.com. We will process all cancellation requests promptly.

Upon receiving your cancellation request, we may contact you to offer clinical guidance or treatment alternatives where this is in your clinical interest. However, this outreach is entirely optional on your part and will not delay or be used as a precondition to processing your cancellation. Your right to cancel is unconditional.

Please note: if a cancellation request is received within 48 hours before your next scheduled billing date, that forthcoming payment and associated product dispatch may still be processed. Nothing in this clause affects your statutory cancellation rights.

6.5 Prescription Renewal

To ensure continued supply of Prescription Products, your prescription must be renewed every 12 months from the initial prescription date. Renewal requires a follow-up Consultation via your online dashboard or in response to a Clinician's request. You will receive email reminders before renewal is due.

6.6 Suspension and Termination

We may suspend your subscription in the following circumstances:

• Failed or expired payment details;

• Failure to complete required health or medication updates within the required timeframe;

• Account suspension or termination;

• Product unavailability or stock shortage;

• Regulatory or clinical reasons requiring suspension of supply.

We reserve the right to suspend or terminate your account and/or subscription immediately, without prior notice, where we reasonably suspect fraud, misuse of our Services, provision of false or misleading medical information, or any material breach of these Terms. Where termination occurs on these grounds, we reserve the right to withhold any refund where losses have been incurred as a result of the relevant conduct.

7. Pricing, Delivery Charges, and Our Right to Vary

Important notice: please read this section carefully.

This section explains our right to change subscription prices and delivery charges. We are required by law to bring material changes to your attention and to give you an adequate opportunity to cancel before any change takes effect.

7.1 Pricing

All prices on Our Site are displayed in pounds sterling (GBP). For customer convenience, prices may also be displayed in other currencies based on your location or selected preferences. Where prices are displayed in a currency other than GBP, such prices are indicative only and are based on prevailing exchange rates at the time of display. The final transaction amount may vary depending on the exchange rate applied by your payment provider at the time of payment.

Unless expressly stated otherwise, payments are processed in GBP and we are not responsible for currency conversion fees or fluctuations applied by your bank or payment provider. Where local currency checkout is offered, the final price and currency will be clearly confirmed before purchase.

7.2 Delivery Charges

Delivery charges may vary depending on your delivery location, courier and service level, and prevailing market conditions. All applicable delivery charges will be clearly displayed at checkout before you complete your purchase. Delivery charges may also be conditional on order value. For example, orders meeting or exceeding a stated minimum order value may qualify for free or reduced-rate delivery. The applicable order value threshold and corresponding delivery charge will be displayed at checkout, on your Account, and in any Variation Notice issued under Section 7.3.

Initial and recurring orders:

Where your initial order included free delivery, this applies to your first order only unless your subscription confirmation or checkout clearly states otherwise. From your second recurring order onwards, a delivery charge may apply. The applicable delivery charge for recurring orders will be clearly stated at the time of your initial subscription checkout and confirmed in your order confirmation email.

7.3 Our Right to Vary Subscription Price or Delivery Charges

We reserve the right to change the subscription price and/or delivery charges applicable to your recurring orders. We will only do so in accordance with the following procedure.

7.3.1 Notice

We will give you not less than 30 days' written notice ("Variation Notice") of any proposed change to your subscription price or delivery charges. The Variation Notice will be sent to the email address registered on your Account and will clearly state:

• The nature of the change (for example, a new or increased delivery charge, or a subscription price increase);

• The new amount that will apply;

• The date on which the change will take effect ("Variation Date"); and

• Your right to cancel your subscription free of charge before the Variation Date.

A Variation Notice sent by email to your registered email address shall be deemed received by you on the date it is sent. It is your responsibility to ensure that the email address on your Account is current and that you check it regularly. Where reasonably practicable, we will also display a notice within your Account dashboard. However, the email notice shall constitute sufficient notice for the purposes of this Section 7.3.

7.3.2 Your Right to Cancel

If you do not wish to accept the proposed change, you have the right to cancel your subscription at any time before the Variation Date by emailing hello@densehairexperts.com. Cancellation in these circumstances will be processed free of charge. You will receive a full refund for any prepaid amounts relating to the period after your cancellation date.

7.3.3 Acceptance by Continued Subscription

If you do not cancel your subscription before the Variation Date, your continued subscription after that date will be treated as your acceptance of the updated price and/or delivery charge. This constitutes your agreement to the varied terms. We will not apply the change silently — the Variation Notice will make clear that continued subscription after the Variation Date means acceptance.

Any variation shall apply only to future billing cycles and shall not affect charges already incurred prior to the Variation Date.

7.3.4 Permitted Grounds for Variation

Changes to subscription pricing or delivery charges may be made where:

• Our costs of goods, ingredients, manufacturing, or logistics have materially increased;

• Third-party carrier or postage charges have increased, including Royal Mail or courier network tariff changes;

• Changes in applicable taxes, duties, or regulatory requirements affect our cost base;

• Inflation or cost-of-living adjustments necessitate a price review; or

• We are introducing delivery charges on recurring orders in accordance with the disclosure made at the time of your initial subscription.

• We are introducing, adjusting, or removing order-value-based delivery thresholds (for example, introducing a minimum order value below which a standard delivery charge applies).

7.3.5 Existing Subscribers - Free Delivery Migration

Notice to existing subscribers:

If you subscribed under a promotion that included free delivery on all recurring orders and we intend to introduce a delivery charge on those recurring orders, we will give you a minimum of 30 days' written notice before any such charge applies. You will have the right to cancel your subscription free of charge during that notice period. If you do not cancel before the stated effective date, your continued subscription will constitute your acceptance of the delivery charge on future recurring orders.

8. Payments

Accepted payment methods include credit and debit cards as displayed on the Site, and any e-wallets or digital payment methods accepted from time to time. By confirming your payment details, you confirm that you are the legitimate authorised holder of the payment method used.

Payment is subject to authorisation by your card issuer or payment provider. We accept no responsibility for declined payments resulting from issuer decisions. If payment cannot be collected within 7 days of notification of a failed payment, your access to Services may be temporarily suspended until the outstanding amount is settled.

9. Delivery

Dispatch of products is conditional upon successful order approval and payment clearance. Prescription Product delivery is additionally governed by the Pharmacy Terms in Section 14.

9.1 UK Delivery

Delivery charges for UK orders are displayed during your online transaction and confirmed in your order confirmation email. Delivery charges applicable to recurring subscription orders are as disclosed at the time of initial subscription, subject to variation in accordance with Section 7.3. UK delivery charges may be waived for orders meeting or exceeding a stated minimum order value. The applicable minimum order value and standard delivery charge are published on Our Site and may be updated from time to time in accordance with Section 7.3.

9.2 International Delivery

We provide delivery within the United Kingdom and, for certain selected products, to locations outside the United Kingdom. International delivery availability depends on product type, destination country, and applicable regulatory requirements.

Additional charges may apply to international orders, including delivery fees, customs duties, import taxes, and regulatory handling costs. These charges will be displayed at checkout where known, or may be payable upon import depending on your country's customs processes.

Unless otherwise stated, all customs duties, import taxes, and associated costs are the responsibility of the customer. You are responsible for ensuring that your order complies with the import laws of your country of residence or delivery destination. We are not liable for customs delays, rejected or seized shipments, or any additional import costs incurred after dispatch.

We reserve the right to refuse or cancel any international order where fulfilment would breach applicable export laws, international sanctions, or regulatory restrictions in the destination country. In such circumstances, a full refund will be issued for any amounts already paid.

9.3 Title and Risk

Risk in the products passes to you upon delivery to the address provided at the time of your order. Ownership of the products passes to you only once full payment has been received and cleared in full.

9.4 General Delivery Terms

We may use third-party couriers to fulfil deliveries. While we use reasonable endeavours to meet estimated delivery timeframes, we cannot be held liable for delays caused by events outside our reasonable control. Delivery timeframes are estimates only and time for delivery shall not be of the essence. In the event of a significant delay, you will be notified and, where appropriate, may be entitled to cancel and receive a refund for undelivered products.

10. Consultations

To obtain a Prescription Product, you must first complete a Consultation. Consultations are conducted by independent, qualified clinicians registered with the General Pharmaceutical Council ("Clinician"). Clinicians are solely responsible for assessing your treatment requests, diagnosing conditions where relevant, and issuing prescriptions at their sole professional discretion.

You must complete a comprehensive medical intake form accurately and honestly. The Clinician's assessment is based entirely on the information you provide. Providing inaccurate or incomplete information may result in inappropriate treatment and could seriously jeopardise your health. A Clinician may request additional information before making a prescribing decision. Prescription issuance remains entirely at the Clinician's independent discretion.

11. Medical Questionnaire Terms

11.1 Accuracy of Information

You confirm that all information provided in the medical questionnaire is accurate, truthful, and complete to the best of your knowledge. Inaccurate, incomplete, or misleading information may result in inappropriate treatment recommendations, which could cause adverse effects or prove ineffective. You accept responsibility for any consequences arising from information that is inaccurate, incomplete, or withheld.

11.2 Disclaimer of Liability

Treatment recommendations are based solely on the information you supply. Dense Hair Experts and affiliated healthcare professionals shall not be liable for adverse outcomes resulting from inaccurate, incomplete, or undisclosed health information provided by you.

This disclaimer does not exclude or limit our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; regulatory breaches; or any other liability that cannot lawfully be excluded.

11.3 Data Protection

Medical information collected via the questionnaire is used solely for assessing your eligibility and providing appropriate care. Your data is processed and stored securely in compliance with UK GDPR and the Data Protection Act 2018. Your information may be shared with affiliated healthcare professionals and pharmacy partners involved in your care. It will not be shared with unrelated third parties without your explicit consent, except where required by law.

11.4 Treatment Eligibility

Submission of the medical questionnaire does not guarantee approval for treatment. Eligibility is determined by a qualified healthcare professional based solely on the information you provide. If a selected treatment is deemed unsuitable, an alternative may be recommended. If no suitable treatment is available, we reserve the right to cancel the order and issue a full refund.

12. Cancellation, Refunds, and Returns

12.1 Your Statutory Cancellation Rights - Non-Prescription Products

You have the right to cancel any contract for Non-Prescription Products within 14 days of receipt without giving a reason. This is your statutory cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise this right, email hello@densehairexperts.com within 14 days of receiving your order, stating your name, address, and order details. You must return the product to us at the following address within 14 days of notifying us of your cancellation:

Returns address: Unit 6, Acorn Business Park, Keighley Road, Skipton, BD23 2UE

The cost of return postage is your responsibility unless the product is defective, damaged, or not as described. We will process your refund within 14 days of receiving the returned product or evidence of return, whichever is earlier, using the original payment method.

12.2 Prescription Products

Due to health and safety requirements, we are unable to accept returns of Prescription Products. This is in accordance with regulation 28(1)(b) of the Consumer Contracts Regulations 2013. Exceptions apply where the product is defective, damaged, or not as described, in which case please contact us at help@densehairexperts.com and we will cover return postage costs.

12.3 Your Right to Cancel Due to Our Changes

You may cancel your subscription or contract immediately and without penalty if:

• We notify you of a proposed change to pricing, delivery charges, or these Terms that you do not accept, and you cancel before the Variation Date;

• We notify you of a pricing or product description error and you choose not to proceed;

• Events outside our control cause a significant delay to product supply;

• We suspend product supply for technical or regulatory reasons exceeding one month; or

• We are in material breach of our obligations under this contract.

In such circumstances, you will receive a full refund for any prepaid amounts relating to undelivered products.

12.4 Adverse Side Effects

If you experience adverse side effects from any product, contact us immediately at help@densehairexperts.com. We may suspend supply and cancel your subscription in such circumstances. Any prepaid amounts for the remaining period will be refunded in full.

12.5 Refund Processing

All refunds are processed to the original payment method used. We may withhold a refund until returned goods are received or satisfactory proof of return is provided. Any reduction in the value of a returned product caused by handling beyond what would be acceptable in a retail context may be deducted from the refund amount.

13. Changes to These Terms

We may update these User Terms from time to time to reflect changes in law, regulation, or our business practices. For material changes - including changes to pricing, delivery charges, subscription terms, or your key rights - we will provide you with a minimum of 30 days' written notice to the email address registered on your Account before any change takes effect.

You will be entitled to cancel your subscription free of charge before any material change takes effect. If you do not cancel, your continued use of Our Site and Services after the effective date will constitute your acceptance of the updated Terms.

We do not rely on your mere access to Our Site as acceptance of any material change to these Terms. For material changes, we will always provide direct written notice by email and give you a 30-day window to cancel before changes take effect.

14. Pharmacy Terms for Prescription Products

Upon receiving a prescription for a Prescription Product, your purchase will be fulfilled through our GPhC-registered pharmacy ("Pharmacy"). The binding contract for the purchase of Prescription Products is formed directly between you and the Pharmacy, not with Family Pharmaceuticals Limited in its platform capacity.

For hair loss and related Prescription Products, transactions are currently processed through the pharmacy operated at Unit 6, Acorn Business Park, Keighley Road, Skipton, BD23 2UE. The Pharmacy Terms applicable to your transaction will be provided to you at the point of prescription confirmation.

15. Product Availability

Order acceptance is subject to product availability and raw material accessibility. Any unavailability or anticipated delays will be communicated to you promptly after your order is placed.

In the event of supply disruption due to manufacturer shortages, regulatory restrictions, or pricing discrepancies, you will be informed by email. If payment has already been processed, an immediate refund will be issued for the unavailable product.

We or the Pharmacy may temporarily suspend product supply in order to: rectify technical issues or errors; comply with legislative or regulatory requirements; or implement clinically necessary product changes. Prior notice will be given wherever possible, except in emergencies. If a suspension exceeds one month, you may cancel your subscription and receive a full refund for any prepaid undelivered products.

16. Our Liability

Our liability to you is limited to direct losses arising from our failure to comply with these User Terms. We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of data, or loss of opportunity, except where such exclusion is not permitted by law.

Nothing in these Terms limits or excludes our liability for:

• Death or personal injury caused by our negligence;

• Fraud or fraudulent misrepresentation;

• Any breach of the terms implied by the Consumer Rights Act 2015;

• Any other liability that cannot lawfully be excluded or limited under applicable law.

The content on Our Site does not constitute medical advice. You should consult your GP or a qualified healthcare professional regularly, and before making any changes to your treatment plan.

17. Data Protection and Privacy

We are committed to protecting your personal data. Your information is collected, processed, and stored in accordance with our Privacy Policy, UK GDPR, and the Data Protection Act 2018. Please refer to our Privacy Policy, available on Our Site, for full details of how we collect, use, store, and protect your personal information and your rights in respect of it.

18. Intellectual Property

We and our licensors own all intellectual property rights in Our Site and its content, including software, applications, domain names, graphics, logos, icons, and service names. You are granted a limited, non-exclusive, non-transferable licence to access and use Our Site for personal, non-commercial purposes only. No other rights in our intellectual property are granted to you.

19. General

• These Terms and all communications under them will be in English.

• You acknowledge that you have not relied on any statement, representation, assurance, or warranty that is not expressly set out in these Terms in deciding to use our Services or place any order. Nothing in this clause excludes liability for fraudulent misrepresentation.

• You may not transfer any rights or obligations under these Terms to any other person without our prior written consent.

• We may transfer our rights or obligations under these Terms to a third party, provided this does not materially and adversely affect your rights.

• Only you and Dense Hair Experts have rights under these Terms. No third party beneficiary rights are created.

• If any provision of these Terms is found to be unlawful, void, or unenforceable, it shall be modified to the minimum extent necessary to make it lawful and enforceable. If such modification is not possible, the provision shall be deemed severable. In either case, the validity and enforceability of the remaining provisions shall not be affected.

• Any failure by us to enforce any part of these Terms at any time does not constitute a waiver of our right to enforce that provision or any other provision at a later date.

• You agree that communications between you and us may be conducted electronically, including by email, and that such electronic communications satisfy any legal requirement that communications be made in writing. This includes, without limitation, variation notices, cancellation confirmations, and order confirmations.

• These Terms are governed by the laws of England and Wales. For disputes, the courts of England and Wales shall have jurisdiction, except that if you reside in Scotland or Northern Ireland, you may also bring proceedings in the courts of those jurisdictions.

• For customers resident in the European Union or other jurisdictions with mandatory consumer protection laws, nothing in these Terms is intended to, or shall, deprive you of any rights you are entitled to under the mandatory laws of your country of residence.

20. Complaints and Dispute Resolution

If you are dissatisfied with our products or services, please contact us in the first instance at hello@densehairexperts.com. We are committed to resolving complaints promptly and fairly, and will acknowledge your complaint within 5 working days.

If your complaint relates to a clinical matter or the Pharmacy, it may be redirected to the relevant party or, where appropriate, to the General Pharmaceutical Council or the relevant professional regulator.

If we are unable to resolve your complaint informally within a reasonable timeframe, we are willing to engage in mediation or alternative dispute resolution through an approved ADR provider. You may also refer your complaint to Trading Standards or the Parliamentary and Health Service Ombudsman where applicable.

If you purchased via our website, you may also use the EU Online Dispute Resolution platform at: https://ec.europa.eu/consumers/odr

21. Force Majeure

We will not be liable for any failure or delay in performing our obligations under these Terms where such failure or delay results from events outside our reasonable control. Such events include, but are not limited to:

• Supply chain disruption or manufacturer shortages;

• Courier or postal delays;

• Acts of God, natural disasters, or severe weather;

• Pandemic, epidemic, or public health emergency;

• Changes in law, regulation, or government guidance;

• Industrial action; or

• Failure of third-party systems or infrastructure.

Where a force majeure event continues for more than one month, either party may terminate the affected order or subscription with immediate effect. In such circumstances, you will receive a full refund for any prepaid amounts for undelivered products.

22. Your Responsibilities

You are responsible for ensuring that all information provided to us, including health, medication, and contact information, is accurate, complete, and kept up to date at all times. Incorrect or outdated information may compromise your health and affect the safety and suitability of your treatment. Please update your information via your Account or by contacting hello@densehairexperts.com.

You must read all patient information leaflets provided with your products and follow the clinical guidance given. You should inform your GP of any products or treatments you are receiving through us. Our products and Services are strictly for your personal use only and must not be shared with or passed on to any other person.

Dense Hair Experts - Terms of Use and Conditions of Sale

Family Pharmaceuticals Limited T/a Dense Hair Experts

Registered in England and Wales | Company No. 16327969

help@densehairexperts.com | Version: July 2025