1. When do these Terms and Conditions apply?

1.1. These terms and conditions (together with the documents referred to in it) (collectively, these “Terms”) set out the basis on which you may make use of our website, https://www.joinvoy.com/ (our “Site”), and the Voy mobile application (“App” or “Voy App”).

1.2. By using our Site and App, you accept these Terms and you agree to comply with them. If you do not agree to these Terms, you must not use our Site or App.

1.3. In addition to these Terms, the following terms apply and form part of your contract with us: the privacy notice (“Privacy Policy”); and any applicable terms for the purchase of our products or services from our Site or App.

1.4. We may update these Terms from time to time for technical, legislative or regulatory reasons, or if we notice any errors.

2. Information about us

2.1. Our Site and App are owned and operated by Menwell Limited (“we”, “us” or “our” “Voy”) under the brand names Voy, and Manual.

2.2. We are a limited company incorporated in England and Wales under company number 11476975. Our registered office address is: Bronze Building, 105 Sumner Street, London, United Kingdom, SE1 9HZ. Our VAT number is: 302 0074 74.

2.3. You can contact us using the following email address: help@joinvoy.com.

3. Who can use our Site or App?

3.1. You must be at least 18 to use the App, Site and to access our content.

3.2. Our Site and App are directed to people residing in the UK. We do not represent that content available on or through our Site, or App, is appropriate for use, or available in other locations.

4. Registration

4.1. If you wish to purchase any products, medications or services from our Site or App, you will first have to register. Please ensure that all information you provide on registration is true and accurate, current and complete. If there are any changes to the details supplied to us it is your responsibility to inform us straight away. Changes to your registration details should be made through your account page.

4.2. We reserve the right to refuse to accept any application to register on our Site or App for any reason.

4.3. If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential, and you must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms of use.

4.4. If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at help@joinvoy.com.

5. Availability of the App and Site

5.1. Access to our Site is permitted on a temporary basis and is available free of charge. We do not guarantee that our Site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our Site for business and operational reasons.

5.2. The App is generally available twenty-four (24) hours per day, seven (7) days per week and three hundred and sixty-five (365) days per year. However, Voy retains the right to make the Voy App unavailable at any time, for any reason, and for any length of time. By using the Voy App you agree that Voy will not be liable for any damage arising out of or related to any such interruption, suspension, or termination and/or the services or products contained therein. Upon acceptance of these Terms, Voy authorises you to view the content on the App solely for your personal use.

5.3. Voy reserves the right to suspend or terminate an account for any violation of these Terms. If any violation by you causes harm to others, you agree to indemnify and hold Voy harmless from and against any and all loss, damage, or expense. If any dispute arises between us regarding these Terms, or your use of the Voy App, it shall be resolved through good faith negotiations between the parties.

6. Our Offering

6.1. If you order a product via our Site or App (which is not a prescription only medicine), you will be charged for the product on placing your order.

6.2. We reserve the right to reject any order. If we are unable to accept your order, we will let you know.

6.3. By registering on our Site, you will create a secure online electronic patient record which will contain the following information: (i) copy of these Terms and the Privacy Policy which you clicked and accepted; (ii) messages you receive from us; (iii) your personal details; and (vi) your orders. You acknowledge and agree that we may archive your electronic patient records including your personal information, communication and treatments for a minimum of 8 years following the last consultation.

7. Information you provide to us

7.1. Our collection and/or use of any information you provide while using or visiting the Voy App is governed by the Privacy Policy and these Terms. By using the Voy App you grant Voy the rights contained therein. In using the App you may not upload, distribute, or otherwise publish on the Voy App any information which may be viewed as obscene, defamatory, libellous, threatening, abusive, illegal, an invasion of privacy rights, or otherwise objectionable, or may constitute or encourage a violation of any law.

7.2. Except for all individually identifiable private information collected from you and unless you have restricted the use of all information provided in accordance with the procedure stated in our Privacy Policy, all comments,remarks, suggestions, ideas or other information communicated will become the exclusive property of Voy and you grant to Voy a royalty-free, perpetual, irrevocable, worldwide, non-exclusive licence to use or reproduce the same. Voy is free to copy, disclose, distribute or analyse any such information for any and all purposes and is in no way obligated to compensate you for any such information.

7.3. Voy places the highest emphasis on prevention of fraudulent activities and has mandated professional third-party service providers to check your key personal information. You hereby acknowledge these checks and authorise us to confirm the accuracy of the information you have submitted against government-issued ID.

8. Intellectual property rights and how you may use material on our site

8.1. We are the owner or the licensee of all intellectual property rights in our Site and App, and in the material published on it. Those works are protected by copyright laws and applicable treaties. All such rights are reserved.

8.2. “Manual”, “Voy”, and our associated logos are EU registered trademarks of ours. You are not permitted to use any trademarks or logos displayed on our Site without our approval.

8.3. You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

8.4. Our status (and that of any identified contributors) as the authors of material on our Site or App must always be acknowledged.

8.5. You must not use any part of the materials on our Site or App for commercial purposes without obtaining a licence to do so from us or our licensors.

8.6. If you print, copy or download any part of our Site in breach of these terms of use, your right to use our Site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

9. Information on the Site or App is not a substitute for professional medical advice

9.1. The content on our Site is provided for general information only and is not intended to amount to advice on which you should rely in your specific circumstances. You should take advice from a doctor or other healthcare practitioner before taking, or refraining from, any action based on the content of this Site.

9.2. Always consult your doctor directly concerning any health problem, medical condition or disease, and before taking any new medication or changing the dosage of your current medications. Always carefully read the information provided by the manufacturer on the product packaging and in the patient information leaflet provided with your medication.

9.3. The information provided about the products is intended to be used for educational or general informational purposes only. It is not aimed at providing specific advice to any individual and should not be relied upon by you in making (or refraining from making) any decisions regarding your health or wellbeing. Please consult with a doctor or other health care practitioner before taking or refraining from any course of action or treatment.

9.4. The content on our Site is provided without any representations, guarantees, conditions or warranties as to its accuracy or completeness or as to whether it is up to date.

9.5. Where our Site contains links to other websites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of those Sites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them.

9.6. This Site may include information and materials uploaded by other users of the Site, such as product reviews. This information and these materials have not been verified or approved by us. The views expressed by other users on our Site do not represent our views or values. If you wish to complain about information and materials uploaded by other users please contact us at help@joinvoy.com.

10. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

10.1. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.

10.2. Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any products to you, which will be set out in our Terms of Sale.

10.3. Please note that we only provide our Site for domestic and private use. You agree not to use our Site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

10.4. We accept no liability for any loss of data or for any indirect or consequential loss or damage of any kind however arising, which may be suffered by you in connection with our Site.

10.5. If defective digital content that we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

11. ACCEPTABLE USE POLICY

11.1. Whenever you make use of a feature that requires or allows you to upload information or content to our Site or App, or to make contact with other users of our Site or App, you must comply with the content standards set out in this Acceptable Use Policy as set out in this section and the Community Guidelines at section 12, if applicable.

11.2. In relation to the use of our Site and App:

11.2.1 You accept that the advice given on our Site does not replace your regular healthcare provider. You should tell your regular healthcare provider about products we prescribe and medication supplied by our partner Pharmacy.

11.2.2. We shall not be liable for any damages arising out of: (i) a failure by you to provide (and continuously maintain) complete, truthful and accurate information to us, including in all questionnaires you complete; (ii) a failure by you to follow advice given by a doctor or healthcare practitioner or (iii) any failure by you to pass on information given on the Site to your regular healthcare provider.

11.2.3. The provision of any products to you via our Site is conditional on you completing all questionnaires contained on our Site truthfully and honestly. You must disclose all relevant information to the best of your knowledge.

11.2.4. You are not allowed to register more than once. Please do not register or complete questionnaires on behalf of anyone other than yourself.

11.2.5. You are solely responsible for ensuring that you understand the questions in the questionnaires you complete on our Site or App. You must speak to your regular healthcare provider if you do not understand a question or are unsure how you should answer certain questions or you do not fully understand the advice or information given to you on our Site.

11.2.6. If medicine is prescribed and dispensed to you, you are responsible for checking that the medicine is the correct medicine prescribed by us on our Site and that such medicine is not damaged in any way. If in doubt, you must contact us to seek advice and/or replacement as required. Do not consume any medicine which is not the medicine prescribed or which is damaged on arrival.

11.2.7. You must carefully read all product packaging and labels prior to use. If you purchase medicine in advance of your need to consume these, please ensure you do not consume medicine which is out of date.

11.2.8. Please ensure that no-one other than yourself has access to any medicines that are made available to you by us.

11.3. By placing an order through the Site or App, you affirm that:

11.3.1. You have no undisclosed known allergies, sensitivities or intolerance to any products ordered.

11.3.2. You have no undisclosed known medical conditions predisposing to adverse reactions to any products ordered.

11.3.3. You are not taking any undisclosed concurrent medications with which the products ordered are likely to interact.

11.3.4. You have been fully made aware of and consented to the risks associated with adverse outcomes which occur as a result of using any prescribed medicinal product(s).

11.3.5. You are abiding by any local laws, country laws, customs regulations or drug enforcement laws.

11.4. To the extent permitted by applicable legislation, we accept no responsibility for any medical events or outcomes relating to the use of medications purchased from Voy.

11.5. Any material which you contribute or upload to our Site must be true, accurate and correct, comply with applicable law and must not be defamatory of any person, obscene, offensive, hateful or inflammatory, promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age, infringe any copyright, database right or trade mark of any other person, be likely to deceive any person, breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence or impersonate any person, or misrepresent your identity or affiliation with any person.

11.6. You warrant that any such contribution does comply with these standards, and you will be liable to us and indemnify us for any breach of that warranty. This means you will be responsible for any loss or damage we suffer as a result of your breach of warranty.

11.7. You may use our site only for lawful purposes. You may not use our site:

11.7.1. In any way that breaches any applicable local, national or international law or regulation.

11.7.2 In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.

11.7.3. For the purpose of harming or attempting to harm minors in any way.

11.8. To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).

11.9. To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.

11.10. You also agree:

11.10.1. Not to reproduce, duplicate, copy or re-sell any part of our site in contravention of the provisions of these Terms.

11.11. Not to access without authority, interfere with, damage or disrupt: any part of our Site; any equipment or network on which our Site is stored; or any software used in the provision of our Site.

11.12. Any content you upload to our Site will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us (and our officers, employees and contractors), our clinicians and partner pharmacies a limited licence to use, store and copy that content and to distribute and make it available to third parties. The rights you license to us are described in Rights you are giving us to use material you upload (see section 14 below).

11.13. You are solely responsible for securing and backing up your content.

12. COMMUNITY GROUP TERMS

12.1. The Voy Community (the “Community”) is an optional feature of the Voy App (for some of our product offerings) that allows Voy customers to engage with one another through posts, comments, and discussions within the App. The Community is hosted using a third-party platform, but all Community interactions take place within the App. By joining the Community, you will be asked to create a community profile, which may be visible to other Community members and Voy App users.

12.2. The Community is moderated and overseen by Voy community administrators, coaches and clinicians to help maintain a safe, respectful, and relevant environment.

12.3. Community users are not anonymous by default. You may choose how openly you participate (for example, by limiting personal details in your profile), but your activity within the Community is linked to your Voy account. Other Community members will not have access to, or visibility of, your Voy account, but will have visibility of your Community profile.

12.4. Community users may post content relevant to their experience, subject to certain Community rules and guidelines.

Community rules and guidelines:

12.5. As a user of the Community, you agree that you will not:

12.5.1. Attempt to provide medical advice, diagnoses, treatment recommendations, or claim to be a healthcare professional.

12.5.2. Discuss, promote, or compare competitor products or services, including pricing.

12.5.3. Post complaints, disputes, or customer support issues, which should instead be raised via Voy’s official support channels.

12.5.4. Post rude, harassing, insulting, threatening, provocative, discriminatory, hateful, racist, sexist, political, religious, homophobic, defamatory, or otherwise offensive content.

12.5.5. Post abusive, obscene, pornographic, sexually explicit, or unlawful content, including links to such material.

12.5.6. Advertise, promote, or solicit any product or service whether your own, or a third party’s.

12.5.7. Post content that infringes intellectual property rights or violates applicable laws or regulations.

12.5.8. Engage in any other conduct that Voy reasonably considers inappropriate, unsafe, or contrary to the purpose of the Community.

12.5.9. Share screenshots, quotes or posts from the Community, in any forums outside of the Community.

12.5.10. Ask other Community members to connect off-platform either in person (unless Voy has explicitly consented) or via social media channels (e.g. WhatsApp, Instagram, Tiktok).

12.6. To support safety and compliance, Voy uses a combination of automated moderation tools (AI) and human review:

12.6.1. Certain content (including, but not limited to hate speech, competitor references, pricing discussions, or prohibited material) may be automatically flagged and temporarily hidden while under review.

12.6.2. Flagged content may be escalated to a human moderator to determine whether it should be approved, edited, restricted, or removed.

12.6.3. Posts may be moderated either before or after publication, at Voy’s discretion.

12.7. Additionally, members of the Community group may report posts or comments of other users that appear to go against the Community rules and guidelines. At Voy’s sole discretion, we reserve the right to:

12.7.1. Remove, edit, hide, or restrict access to any post or content;

12.7.2. Delete or modify content containing personal data where required or appropriate;

12.7.3. Temporarily or permanently restrict or remove a user’s access to the Community, with or without notice;

12.7.4. Moderate content proactively or reactively as we deem appropriate;

12.7.5. Use, copy, modify, move, display, and distribute Community content in connection with operating and improving the Community;

12.7.6. Disable or discontinue the Community at any time without prior notification.

12.8. Voy may suspend, strike out, or permanently remove users who repeatedly or materially breach these guidelines and rules. We may vary the Community rules and guidelines at our discretion from time to time.

12.9. The Community is for peer support, not clinical care. If you are experiencing any medical symptoms or mental health difficulties, please contact your clinician or the Voy support team directly. If you see something that feels unsafe, inaccurate, or unkind, please report it using the community reporting tool or by taking a screenshot and sending it to help@joinvoy.com

12.10. TO THE MAXIMUM EXTENT PERMITTED UNDER APPLICABLE LAW (INCLUDING, BUT NOT LIMITED TO 1996, DIRECTIVE ON ELECTRONIC COMMERCE 2000/31/EC), THE COMPANY DISCLAIMS LIABILITY FOR ANY DIRECT OR INDIRECT CONSEQUENCES ARISING FROM THE INFORMATION, LINKS, AND MATERIALS POSTED BY USERS, ANY ACTIONS OR INACTIONS OF USERS, VIOLATIONS OF ANY APPLICABLE LAWS AND REGULATIONS.

13. HACKING AND OTHER OFFENCES

13.1. You must not attempt to gain unauthorised access to our Site or App, the server on which our Site is stored or any server, computer or database connected to our Site. You must not attack our Site via a denial-of-service attack or a distributed denial-of service attack.

13.2. By breaching this section 13, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Site will cease immediately.

13.3. We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our Site or to your downloading of any material posted on it, or on any Site linked to it.

14. Disclaimer of Warranties

14.1. The Voy App cannot and does not contain information about all medical conditions. It may not contain all information that is applicable to your personal circumstances. The content is not intended for diagnosis and should not be used as a substitute for consultation with your clinician.

14.2. The content that the Voy App provides is on an “as available” basis without warranty of any kind, whether express, implied or statutory. Voy expressly disclaims liability for technical failures (including hardware or software failures), incomplete, scrambled or delayed computer transmissions, and/or technical inaccuracies, as well as unauthorised access of user transmissions by third parties.

14.3. Further, Voy does not represent or warrant that no viruses or other contaminating or destructive properties will be transmitted, or that no damage will occur to your computer system. You have sole responsibility for adequate protection and backup of data and/or equipment, and you must take all precautions to scan for computer viruses or other destructive properties potentially occurring by your use of the Voy App.

14.4. You acknowledge that such use is at your sole risk, including responsibility for all costs associated with all necessary servicing or repairs of any equipment you use in connection with the Voy App.

14.5. To the full extent not precluded by applicable law, Voy, its medical advisors, suppliers, consultants, directors and employees disclaim and exclude all warranties with respect to all content, whether express, implied or statutory. This disclaimer includes but is not limited to any and all warranties of merchantability, fitness for a particular purpose and non-infringement.

14.6. Voy does not warrant the content to be accurate, complete or current. Voy also does not warrant that the Voy App will operate without error, that defects will be corrected, or that the Voy App or server making it available are free of viruses or other harmful components. Price and availability content, as well as other content contained in the Voy App or accessible therefrom, is subject to change without notice.

14.7. You acknowledge and agree that Voy does not endorse the content of any site accessed via links or other means from the Voy App and is not responsible or liable for such content, even where it may be unlawful, harassing, libellous, privacy-invading, abusive, threatening, harmful, obscene, or otherwise objectionable, or where it infringes (or may infringe) the intellectual property or other rights of another person.

14.8. The Voy App includes content provided by third parties and possibly you. Voy is a distributor of such content. Voy’s editorial control of such content is the same as that of a distributor, library or newsstand. Voy’s third-party suppliers may express certain opinions or provide certain information and offers. Voy makes no warranties as to the completeness, accuracy, timeliness or reliability of information or offers supplied by third parties. Voy does not guarantee or warrant the performance of any third party, including any such third party’s conformance to any law, rule, regulation or policy.

14.9. Links from or to websites outside the Voy App are meant for convenience only. Voy does not review, endorse, approve or control, and is not responsible for any sites linked from or to the Voy App, the content of those sites, the third parties named therein, or their products or services.

14.10. Linking to any other site is at your sole risk and Voy will not be responsible or liable for any damages in connection with linking. Voy disclaims all warranties, express and implied, as to the accuracy, validity and legality of any materials or information found on those sites. Links to downloadable software sites are for convenience only and Voy is not responsible or liable for any difficulties or consequences associated with downloading the software.

14.11. Voy does not warrant that information, services and products contained in the Voy App will satisfy your requirements or that they are free of errors or defects. Before using any product you should confirm any information of importance to you on the product packaging.

14.12. On information supplied to Voy you assume responsibility for its accuracy, appropriateness and legality. Voy makes no warranty or representation that this content is applicable or appropriate for use in other locations.

14.13. As partial consideration for your access to the Voy App and use of its content, you agree that Voy is not liable to you in any manner whatsoever for decisions you may make or for your actions or non-actions in reliance upon the content. You also agree that the aggregate liability of Voy arising from or related to your use and access (regardless of the form of action or claim, e.g. contract, warranty, tort, negligence, strict liability, professional malpractice, fraud or other bases for claims) is limited to the purchase price of any item you purchased from Voy in the applicable transaction. Voy shall not in any case be liable for any direct, indirect, special, incidental, consequential or punitive damages, even if Voy has been advised of the possibility of such damages. This limitation applies to all losses and damages of any kind. If you are dissatisfied with the Voy App or its content (including these terms of use), your sole and exclusive remedy is to discontinue using the Voy App. Because some jurisdictions do not allow the exclusion or limitation of liability for incidental or consequential damages, such limitation may not be applicable to you.

15. LINKING TO OUR SITE

15.1. You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it in any way whatsoever, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

15.2. You must not establish a link from any Site that is not owned by you.

15.3. Our Site must not be framed on any other Site, nor may you create a link to any part of our Site other than the home page. We reserve the right to withdraw linking permission without notice. The website from which you are linking must comply in all respects with the content standards set out in our Acceptable Use Policy set out in section 11 above.

15.4. If you wish to make any use of material on our Site other than that set out above, please address your request to: help@joinvoy.com.

16. JURISDICTION AND APPLICABLE LAW

16.1. Please note that these Terms, their subject matter and their formation, are governed by the laws of England and Wales. By using the Voy App and Site you agree to comply with any and all local, or international laws, statutes, and regulations that relate in any manner to the use of the Voy App and of any associated services or products contained thereon.

16.2. The courts of England and Wales will have exclusive jurisdiction over any disputes arising in connection with these Terms.

17. OTHER IMPORTANT TERMS

17.1. These Terms and any document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the use of our Site or App.

17.2. Any contracts entered into under these Terms are between you and us. No other person shall have any rights to enforce any of these Terms.

17.3. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

17.4. We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

17.5. If any of these Terms are found by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.