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.
- Cancel 24 hours or more before your appointment for a full refund. Section 5 sets out every case.
- 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 under company number 17473485, whose registered office is at 71–75 Shelton Street, London WC2H 9JQ. 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
This section applies to the consultation and service fees you pay to Flora House.
What happens to your fee
| What happens | Your fee |
|---|---|
| You cancel 24 hours or more before the appointment starts | Full refund |
| You cancel less than 24 hours before the appointment starts | Not refunded, because the clinician's time was held and it is too late to offer it to someone else. We tell you this before you confirm the cancellation. |
| You miss the appointment without cancelling | Not refunded |
| We or the clinician cancel, or the clinician does not attend | Full refund, or a new appointment at no extra cost. You choose. |
| A technical fault on our side stops the consultation going ahead | Full refund, or a new appointment at no extra cost. You choose. |
| We find you cannot use the service before your consultation takes place | Full refund |
| You were charged twice or charged the wrong amount | The amount charged in error is refunded in full |
| The consultation takes place and no prescription is issued | Not refunded. The fee pays for the clinician's assessment, not for a particular outcome (see section 2). |
How to cancel or ask for a refund
You can cancel an upcoming appointment yourself in your patient account, or by emailing hello@florahaus.co.uk. To ask for a refund, email the same address with your name, the date of the appointment and the reason. You do not need to give any medical details. We will reply within three working days.
How refunds are paid
Refunds go back to the card or payment method you used, in the same currency, and at no cost to you. We issue a refund as soon as we can and no later than 14 days after we agree it. Your bank may then take up to 10 working days to show it on your statement.
If you used a Flora House voucher, we refund the amount you paid and reissue the voucher for the rest of its validity. Vouchers cannot be exchanged for cash.
Medication
You pay the dispensing pharmacy for any medication, not Flora House, so refunds and returns of medication are handled by the pharmacy under its own terms. If medication arrives damaged or incorrect, or does not arrive, tell the pharmacy straight away or email us and we will help you reach them. Do not post medication back unless the pharmacy asks you to.
If you disagree with a decision or a charge
Please contact us first, as we can usually put a payment problem right quickly. If you are unhappy with our answer, you can use our complaints procedure. You keep the right to raise a charge with your bank or card provider at any time.
Your legal rights
Nothing in this section affects your statutory rights. If UK consumer law gives you a right to cancel, or a right to a refund or other remedy, beyond what is set out here — for example, because a service was not provided with reasonable care and skill — that right applies and we will honour it.
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. Our complaints and feedback page sets out the procedure in full and has a form that reaches our Registered Manager directly; you can also email hello@florahaus.co.uk or write to us at the address at the foot of this page. We acknowledge a complaint in writing within three working days and answer it in full within 20 working days, and if you are not satisfied with that answer you can ask for an internal review.
Complaining is free and does not affect your care. You may also raise a concern with a regulator at any point, whether or not you have complained to us first: the Care Quality Commission (CQC), the General Medical Council (GMC) about a clinician's conduct, the General Pharmaceutical Council (GPhC) about a pharmacy, or the Information Commissioner's Office (ICO) about how your data has been handled.
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.
12. Our partner pharmacy
Prescriptions issued through Flora House are dispensed by our partner pharmacy, registered with the General Pharmaceutical Council (GPhC):
Derman Health Ltd (trading as Dermalife Pharmacy), a company registered in England and Wales under company number 11941954, whose registered office is at 335 Green Lanes, London N4 1DZ. GPhC registration number 9013344. Superintendent pharmacist: Delil Ogul (GPhC number 2219820).