Terms and conditions
In brief
- Flora House is a platform that connects you with independent, GMC-registered specialist clinicians and licensed UK pharmacies.
- We do not provide medical advice ourselves, and no prescription is ever guaranteed — every clinical decision rests with the clinician.
- You must be 18 or over, live in the UK, and answer medical questions truthfully.
- You pay us consultation/service fees. Medication costs are separate and are quoted privately by the pharmacy.
- These terms are governed by the law of England and Wales.
1. Who we are and what Flora House is
Flora House is a trading name of Flora Haus Ltd, a company registered in England and Wales. In these terms, "we", "us" and "our" mean Flora Haus Ltd.
Flora House's platform is powered by Sanvivo, a German medical platform operator.
Flora House is a platform service. We connect patients with independent clinicians on the GMC Specialist Register and with pharmacies registered with the General Pharmaceutical Council (GPhC). Flora House itself does not practise medicine, does not provide medical advice, and does not dispense medication. The clinicians who consult through the platform are independent professionals responsible for their own clinical judgement.
2. No guarantee of prescription
Using Flora House does not mean you will receive a prescription. Whether any treatment is appropriate for you is always an individual clinical decision made by the specialist clinician. If a clinician decides treatment is not suitable, they will explain why and signpost you to appropriate alternatives. Payment of a consultation fee pays for the consultation, not for any particular outcome.
3. Eligibility to use the service
- You must be 18 years of age or older.
- You must be resident in the United Kingdom.
- You must provide truthful, complete and accurate information about your identity, medical history and current medication. Clinical decisions depend on what you disclose; withholding or falsifying information can be dangerous and is grounds for immediate termination of the service.
4. Fees and payment
Our consultation and service fees are shown clearly before you book, so you always know the cost in advance.
Medication costs are not included in our fees. They are set by the dispensing pharmacy and quoted to you privately after a prescription is issued. UK law does not permit us to publish medication prices on this website.
5. Cancellations and refunds
Our cancellation and refund terms are set out clearly before you make any payment. If you need to cancel or reschedule a booking, contact us at hello@florahaus.co.uk.
Nothing in this section affects your statutory rights.
6. Prescriptions and repeat prescriptions
Prescriptions are issued at the sole discretion of the clinician and dispensed by a licensed pharmacy. Repeat prescriptions require periodic clinical review; the clinician will tell you how often. You must not share your medication with anyone else — it is prescribed for you alone, and supplying it to others is a criminal offence.
7. Acceptable use
You agree not to: use the service on behalf of another person without authority; attempt to obtain treatment by deception; abuse, harass or threaten clinicians or staff; or interfere with the operation or security of the platform. We may suspend or terminate access for breach of these terms, with a refund of any unused prepaid fees where the breach is not serious.
8. Our liability
Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded. Subject to that, we are not liable for losses that were not foreseeable when you started using the service, for losses not caused by our breach, or for business losses — the service is for private individuals. Clinical care is provided by independent clinicians, who carry their own professional obligations and indemnity.
9. Complaints
If something goes wrong, tell us: hello@florahaus.co.uk. We acknowledge complaints promptly and aim to resolve them quickly and fairly. If your complaint concerns clinical care and is not resolved to your satisfaction, you may escalate it to the relevant regulator: the Care Quality Commission (CQC), the General Medical Council (GMC) for a clinician's conduct, or the General Pharmaceutical Council (GPhC) for a pharmacy.
10. Governing law
These terms, and any dispute arising from them, are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.
11. Changes to these terms
We may update these terms from time to time. The current version, with its date, always appears on this page. Material changes will be notified to registered patients before they take effect.