Terms of Use

Last updated: 25^th August 2025

Applicability & Precedence (read this first)

When these terms apply. These Orders Terms govern the dispensing and delivery of prescribed medicines and apply where your order is fulfilled through Script Assist via Phlo Technologies Ltd (GPhC 9011535). In those cases, Sana Life Science Ltd (trading as Script Assist) is the Merchant of Record and these Orders Terms govern the dispensing/delivery order.

Complete exclusions (never covered by these Orders Terms). If you are a patient of a clinic named in Schedule 1, your orders are not covered by these Orders Terms. Instead, your use of Script Assist is governed by the Terms of Use – App (alongside the EULA).

Your choice of pharmacy. Nothing stops you choosing any other pharmacy. If you do not choose to have your order fulfilled by Script Assist via Phlo Technologies Ltd (GPhC 9011535), these Orders Terms do not apply to that purchase.

Document precedence.

1. EULA – software licensing, app-store requirements, OS/device requirements, update mechanics and software-related liability.
2. Terms of Use – App – only where your clinic is listed in Schedule 1. The Terms of Use – App do not apply when these Orders Terms apply.
3. These Orders Terms – govern the dispensing/delivery order when your order is fulfilled through Script Assist via Phlo Technologies Ltd.

Incorporation & assent. By placing an order when these Orders Terms apply, you agree to these Orders Terms.

AGREED TERMS

Please note that we do not prescribe medicines or provide medical services. Speak to your Prescriber if you have concerns about medicines prescribed or to be prescribed to you, or if you experience any symptoms or side effects. Your attention is particularly drawn to clause 10 (Limitation of liability).

1. These Terms

1.1 What these terms cover. These are the terms and conditions on which we supply prescribed medicines to you (“Medicines”).

1.2 Why you should read them. Please read these terms carefully. They explain who we are, how you pay for Medicines and receive them, how you and we may change or end the contract, what to do if there is a problem, and other important information. While these terms govern your orders for Medicines, the EULA governs software-licensing topics (app-store terms, OS/device requirements, update mechanics, and software-related liability) for the App.

1.3 Definitions.

• App means the Script Assist patient experience available via a web portal and/or a mobile application (deployments may be web-only, mobile-only, or both).
• Prescriber means a doctor or independent prescriber.
• Dispensing Pharmacy means the registered pharmacy that dispenses your Medicines.

2. Information about us and how to contact us

2.1 Who we are. We are Sana Life Science Ltd (trading as Script Assist), a company registered in England and Wales (Company No. 12257367). Registered office (not for routine correspondence): Lopian Gross Barnett & Co, 1st Floor, Cloister House, Riverside, New Bailey Street, Salford, Manchester, M3 5FS.

2.2 Regulators. The Dispensing Pharmacy is GPhC-registered—see 5.2.)

2.3 How to contact us. Email: support_patients@scriptassist.co.uk.

2.4 How we may contact you. We may contact you by telephone, email, post (if provided), or via the App.2.5 “Writing” includes emails. References to “writing” or “written” include email

3. Prescriptions and orders through the App

3.1 The App enables certain patients to order and pay for Medicines which are the subject of a prescription (Prescriptions) issued by your doctor (Doctor).

3.2 Your Account. You will need to set up an account through the App to place an order. You must sign the onscreen Declaration before being able to access Prescriptions and place orders through the App.

4. Our contract with you

4.1 Placing orders. You may place orders for Medicines through the App, provided you have a valid prescription.

4.2 How we will accept your order. Our acceptance of your order will take place when we email you to confirm that your order has been accepted, at which point a contract will come into existence between you and us.

4.3 If we cannot accept your order. If we are unable to accept your order, we will inform you in writing and will not charge you for the Medicines.

5. Prescriptions, dispensing and delivery

5.1 Valid prescription. After your Prescriber provides us with a valid prescription and we confirm to the Prescriber that we can dispense the Medicine, we will notify you by email that we will deliver the Medicines. Acceptance of orders is subject to confirmation by your Prescriber.

5.2 Dispensing Pharmacy. Dispensing is carried out by Phlo Technologies Ltd GPhC 9011535). The Dispensing Pharmacy acts as an independent controller of professional/dispensing records. You can check a pharmacy’s registration on the GPhC register. The Dispensing Pharmacy’s own terms apply.

5.3 Minor changes to the Medicines. We may change Medicines available for dispensing to reflect changes in laws or regulatory requirements. We will notify your Prescriber, who will confirm with you whether the prescription should proceed or be changed.

5.4 Payment. You must pay for your Medicines and delivery in accordance with clause 9.

5.5 Order number. We will assign an order number; please reference it when contacting us.

5.6 We only sell to the UK. Our App is solely for dispensing Medicines in the United Kingdom. We do not accept orders to addresses outside the UK.

5.7 When we will provide the Medicines. We or our delivery provider will deliver the Medicines as soon as reasonably possible and in any event within 30 days after confirming we will deliver under 5.1.

5.8 Delays outside our control. If supply is delayed by an event outside our control, we will contact you as soon as possible and take steps to minimise delay. Provided we do this, we are not liable for delays caused by the event. If there is a risk of substantial delay, you may contact us for a refund for any Medicines you have paid for but not received.

5.9 If you are not at home. If no one is available and the Medicines cannot be posted, we will leave instructions to rearrange delivery or collect from a depot.

5.10 If you do not re-arrange. If you do not rearrange or collect after a failed delivery, we will contact you for instructions and may charge storage and redelivery costs. If we cannot reach you or rearrange, we may end the contract (see 7.2).

5.11 Your rights if we deliver late. You may treat the contract as ended if we refuse to deliver or indicate we are unable to deliver within a reasonable time after the anticipated delivery date.

5.12 Setting a new deadline. If you do not want to end the contract under 5.11, we will agree with you and your Prescriber a reasonable new deadline, after which you may end the contract if not met.

5.13 Ending for late delivery. If you end the contract for late delivery, you can cancel your order or reject Medicines already delivered. If Medicines have been delivered, do not post them back; take them to your local pharmacy for disposal. For help, email support_patients@scriptassist.co.uk.

5.14 Reasons we may suspend supply. We may suspend supply to:
a) reflect changes in relevant laws/regulatory requirements; or
b) make changes requested by your Prescriber.

5.15 Your rights if we suspend. We will contact you and your Prescriber in advance unless urgent, to agree new arrangements. You may end the contract if we cannot supply for more than 6 months and we will refund sums paid in advance for undispensed Medicines.

6. Your rights to end the contract

6.1 Ending because of something we have done or will do. You may end immediately (with a refund for undispensed Medicines) if:
a) we told you about a change to the Medicines or these terms you do not agree to;
b) we told you about a pricing/description error and you do not wish to proceed;
c) supply may be significantly delayed due to events outside our control;
d) we suspended supply under 5.14.           

6.2 How to end. Email support_patients@scriptassist.co.uk with your name, address, order details and contact details.

6.3 Refunds & returns. For health/hygiene reasons, returns are not accepted. Do not send Medicines back. Take unwanted Medicines to your local pharmacy for disposal.

7. Our rights to end the contract

7.1 If you break it. We may end the contract if you do not pay or do not allow delivery within a reasonable time.

7.2 Compensation if you break it. We will refund any money paid for undispensed Medicines but may deduct/charge reasonable compensation for net costs caused by your breach.

8. If there is a problem with the Medicines

8.1 Contact us. Email support_patients@scriptassist.co.uk.

9. Price and payment

9.1 Price. Prices for your prescribed Medicines are shown in your Script Assist account.

9.2 If we got the price wrong. We normally check prices before acceptance. If the correct price is lower, we charge the lower amount. If higher, we will contact you for instructions before acceptance.

9.3 When and how you pay. You must pay using the payment method(s) offered at checkout, which may include card and/or Open Banking via one or more payment providers. We will not dispense until paid in full.

9.4 If you think an invoice is wrong. Contact us promptly. You will not pay interest until the dispute is resolved. Once resolved, we may charge interest at 4% + the then-current Bank of England base rate on correctly invoiced sums from the original due date.

10. Our responsibility for loss or damage suffered by you

10.1 Non-excludable liabilities. Nothing limits/excludes liability for death/personal injury caused by negligence, fraud, or any liability that cannot be limited/excluded by law.

10.2 Excluded losses. We are not liable for loss of profit, revenue, business, goodwill or anticipated savings, any indirect/consequential loss, or any loss/corruption of data not caused by our breach.

10.3 No business use. We supply Medicines for domestic/private use only. If you use them for any commercial, business or resale purpose, we have no liability for business losses. You must not use Medicines other than for your own personal use in accordance with your prescription and Prescriber’s instructions.

11. How we may use your personal information

11.1 Privacy. We will use your personal information as set out in our Privacy & Cookies Notice (available in-app and on our website).

12. Miscellaneous

12.1 Transfer. We may transfer our rights/obligations under these terms to another organisation. If you are unhappy with the transfer, you may end the contract within 1 month of notice and we will refund payments for undispensed Medicines.

12.2 Third-party rights. This contract is between you and us. No one else has rights to enforce it.

12.3 Severability. If a court finds part unlawful, the rest remains in force.

12.4 Delay. A delay in enforcing these terms is not a waiver.

12.5 Governing law and jurisdiction. These terms are governed by English law. You can bring proceedings in England and Wales; if you live in Scotland or Northern Ireland, you may bring proceedings in your local courts. This does not deprive you of mandatory protections under the laws of your UK location.

Schedule 1 — Clinics whose orders are not covered by these dispensing terms

Schedule 2 — Terms of Use applicable when your Clinic is named in Schedule 1 (applies alongside the EULA)

The Script Assist Terms of Use – App apply to your use of the software (alongside EULA ) only where your clinic is listed in Schedule 1,

They do not apply when these Orders Terms apply.
Link: Terms of Use – App