Terms and Conditions

Your agreement with us:

    1. “We” are The Placebo Clinic, a trading name of Yes Health Ltd, a company registered in England and Wales under company number 11674872 and with our registered office at 10 Bolton Road West, Ramsbottom, Bury BL0 9ND.
    2. “You” are the customer who has accessed our website or called our telephone number and intends to place or has placed an order for our Product(s).
    3. These terms and conditions along with our Privacy Policy (together, the “Terms”) apply throughout our website and during any telephone call or written correspondence between you and us. If there is any conflict between these Terms and any terms or conditions found elsewhere on our website, or in any written or verbal communication between you and us, these Terms shall prevail.
    4. This service is not intended to replace the advice or treatment recommended by your own GP or specialist consultant.
    5. Based on the outcome of a consultation or other information that you have provided to us, we may recommend that you see your own GP for further advice and investigation. You agree that you are solely responsible for acting on such guidance and that Yes Health Ltd accepts no liability in the event you choose not to do so.
    6. Contacting us
      1. If you wish to contact us for any reason, you can contact us by telephoning us on 0161 706 0222 or by e-mailing us using the online form on our website under the Contact Us section.
      2. If we need to contact you we will do so by e-mail or phone. By providing us with your contact details you give us your consent to contact you about the service we provide and Products you have bought or enquired about. If necessary we may leave you a message. It is your responsibility to ensure that your contact details are kept up-to-date.
    1. We provide an service whereby you can consult with a General Practitioner (GP) via an online video call.
    2. The GP may recommend a course of treatment with one or more Placebo which can be purchased separately.
    3. We may contact you by telephone regarding your consultation and treatment order.
    4. Clauses 2.1 to 2.3 (inclusive) together make up the product that we are providing to you (“Product”). The Product will be deemed to be delivered to you once the consultation appointment time limit is reached and/or the Placebo is received by you.
    5. You may only purchase Products from our website if you are at least 18 years old. You must also provide us with certain personal information, including your name, address, gender and date of birth in order to book a consultation or purchase a Placebo.
    6. If in doubt please talk to your doctor or a qualified medical professional.
    1. To enable us to safely and effectively provide the Product you will be asked to provide personal medical information including current symptoms, past medical history, current medications, allergies and any other relevant personal information.
    2. It is not compulsory to provide all of this information but it may assist us to provide a more effective consultation.
    3. Except as set out below, any information that is collected during the consultation, or at any other time, is used solely in relation to the Products you have purchased from us. By placing an order you give us your consent to pass any and all relevant information about you on to our partner clinicians for the purposes providing the service. We may use your information for our own business analysis, product development and marketing purposes and may pass information about you to third parties engaged by us under a duty of confidence to assist us in these tasks. We will not sell or pass on your personal information to third parties to enable them to contact you directly or market their products or services to you. Your information may also be used, on an anonymous basis, by us and third parties engaged by us for the purpose of scientific research or examining aggregate medical or clinical trial data.
    4. None of your personal information will be passed on to your doctor or any other third party, other than for those reasons set out in clause 3.3, unless expressly requested by you.
    5. We only use your personal information in accordance with our Privacy Policy. Please take the time to read our Privacy Policy as it includes important terms which apply to you.
    1. Our website will guide you through the steps you need to take to place an order with us. Please take the time to read and check your order at each stage of the order process.
    2. Payment must be received in full either during the booking process or within 14 days of the consultation date. Once a booking is made or an order is placed we will confirm our acceptance to you by sending you a confirmation email (“Acceptance Confirmation”). The contract between us will only be formed on the date we send you the Acceptance Confirmation (the “Contract”).
    3. If, for any reason, we are unable to provide the Product we will inform you by email or by phone and will not send an Acceptance Confirmation. If you have already sent payment we will refund you the full amount within 5 working days. A working day is any day other than a Saturday, Sunday or public holiday in the UK (“Working Day”).
    1. You may pay for Products using a debit or credit card and this includes MasterCard, Visa, American Express, Visa Electron, Switch, Solo, Maestro or JCB. We also accept payment via PayPal.
    1. The price of the Products will be as quoted on our website at the time you submit your order.
    2. Prices for our Products may change from time to time, but changes will not affect any order you have already placed.
    1. For orders of Placebo, after your payment has been processed and you have received an Acceptance Confirmation we will send it to you via Royal Mail post and you should receive it within 3 (three) Working Days, within the United Kingdom. We do not guarantee that the testing kit will arrive within 3 (three) Working Days.
    2. Delivery of a Placebo shall be completed upon our first attempt to deliver it to the address you have provided and will be your responsibility from that time.
    3. If you lose or damage your Product we will send you a replacement subject to payment by you of the full purchase cost.
    4. If your testing kit arrives in the post damaged, we will send you a replacement kit as soon as you notify us.
    1. You may cancel your order at any time up to 30 (thirty) minutes before the consultation start time and receive a full refund.
    2. Cancellations made within 30 (thirty) minutes of the scheduled start time will not be refunded.
    3. Your legal right to cancel a Contract starts from the date you receive the Acceptance Confirmation (the date on which we e-mail you to confirm our acceptance of your order).
    4. To cancel a Contract, please send us an email stating that you wish to cancel and the reason for the cancellation. Please email your cancellation request to info@theplacebo.clinic. Alternatively, you may call our customer service team to arrange the cancellation. Your reason for cancellation will not affect your right to cancel the order.
    5. If you send us your cancellation request by e-mail, then your cancellation is effective from the date you send us the e-mail.
    6. Any Placebo received which is damaged and faulty will be eligible for a full refund as long as you notify us within 14 days of receipt by email or telephone.
    7. We will refund you on the credit card or debit card used by you to pay.
    1. The Products you purchase from us are for private use only and you agree not to use the Products for any commercial purpose. We are not liable to you for any loss of profit, loss of business or revenue, business interruption or loss of business opportunity.
    2. Subject to clause 10.5, our total liability to you resulting from a Contract is limited to the total value of that Contract – meaning the price you paid for the Products and any additional services. In particular we are not liable for any costs, loss, delay, inconvenience or damage you suffer as a result of:
      1. delays to the consultation start time;
      2. delays in the delivery of the Placebo;
      3. your failure to act upon our advice if we recommend that you seek medical advice.
      4. your failure to notify your own GP or doctor of any matter which is advised during the consultation;
      5. your failure to attend a pre-booked appointment or to take the Placebo as instructed by the clinician;
      6. loss or damage that is not foreseeable;
      7. Events Outside Our Control as described in clause 11.
    3. If we fail to comply with the Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Terms or our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this Contract.
    4. We do not in any way exclude or limit our liability for:
      1. death or personal injury caused by our negligence;
      2. fraud or fraudulent misrepresentation;
      3. any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession) as amended by the Consumer Rights Act 2015;
      4. any breach of the terms implied by section 9 to 11 of the Consumer Rights Act 2015 (description, satisfactory quality, fitness for purpose and samples); and
      5. defective products under the Consumer Protection Act 1987.
    1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by any act or event beyond our reasonable control (an “Event Outside Our Control”).
    2. If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:
      1. we will contact you as soon as reasonably possible to notify you; and
      2. our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of testing kits to you, we will arrange a new delivery date with you once the Event Outside Our Control is over.
    3. You may cancel a Contract affected by an Event Outside Our Control which has continued for more than 30 days. To cancel, please contact us. If you opt to cancel, we will refund in full the total price you have paid for the Contract.
    1. We may amend the Terms from time to time.
    2. Every time you order Products from us, the Terms in force at the time of placing your order will apply to the Contract between you and us.
    3. If we have to revise the Terms as they apply to your order, we will contact you to give you reasonable advance notice of the changes and what orders will be affected. We will let you know how to cancel the Contract if you are not happy with the changes and you may cancel in respect of any testing kit received (so long as it has not been opened, used or damaged) or just the testing kit you are yet to receive, or both (if applicable).
    4. If you opt to cancel the Contract, you must return any relevant testing kit you have already received (that has not been opened, used or damaged) and we will arrange a full refund of the price you have paid once we receive the returned testing kit.
    1. We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under the Terms.
    2. This Contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
    3. Each of the paragraphs of the Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
    4. If we fail to insist that you perform any of your obligations under the Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
    5. Please note that the Terms are governed by English law. This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England and Wales will have exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.


We use cookies to ensure you get the best experience on our website.

search previous next tag category expand menu location phone mail time cart zoom edit close