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Terms & Conditions

These terms and conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions, you may not use or access this Website.

These terms may also be used for non-online services if directed.

Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team by e-mail. Calls may be recorded for quality monitoring and training purposes.


  • Conditions – means these terms and conditions and the Special Conditions

  • Product – means a product or service displayed for sale on the Website

  • Product Description – means that part of the Website where certain terms and conditions in respect of the individual Product are provided

  • Special Conditions – means the terms and conditions in the Product Description

  • Users – means the users of the Website collectively

  • We/us – means Enso Health Ltd

  • Website – means the website located at or any subsequent URL which may replace it

  • Cookies - means small text files which our Website places on your computer's hard drive to store information about your shopping session and to identify your computer

  • You - means a user of this Website.

Use of the website

You are provided with access to this Website in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions.

You warrant that:

  • The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and

  • You will notify us immediately of any changes.

You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

The information you provide will be treated with the strictest of confidence. It will be used to create a patient record in our clinical system(s). We may need to pass on all or part of this information to some healthcare partners, such as blood testing labs or X-ray centres, depending on what kind of appointment you are having.

You are able to obtain a copy of the data we hold of you at any time for free by requesting it in writing.

We never use any of the information you provide for marketing purposes without your consent and we never sell it to third parties.

We may use your anonymised information for medical audit purposes. This is to maintain safe practice and to enable service improvement.

You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your account and/or your Personal Information.

Our rights
We reserve the right to:

  • Modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or

  • Change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.

Third party links
To provide increased value to our Users, you may find advertising or other content on our Website that link to the websites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these websites and are not responsible for the practices employed by websites linked to or from our Website. In addition, these websites or services, including their content and links, may be constantly changing. These websites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Website, is subject to that website’s own terms and policies.

Privacy and cookies

Please click on the link button at the bottom of the page for more details. 

Description of products

Each Product purchased is sold subject to its Product Description which sets out additional Specific Conditions related to that Product including, without limitation, terms and conditions concerning estimated delivery dates and times.

We will take all reasonable care to ensure that all details, descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information including Product Descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a Product until your order is accepted.

Ordering, cancelling and returning products

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.

We may not accept your order as a result of one of the following:

  • The product you ordered being unavailable from stock

  • Our inability to obtain authorisation for your payment

  • The identification of a pricing or product description error

Visiting doctor service

When booking a visiting doctor, you will be provided with an estimated time of arrival (ETA). A doctor’s visit may be cancelled no less than one hour prior to the stated ETA.  After that time the visit fee is payable in full.

In-house clinic appointments

In-house clinic appointments may be cancelled or changed subject to one working days’ notice and you will receive a full refund of any payments already made. Bookings made within one working day of the appointment time cannot be cancelled and full payment will be due; no refunds can be given.

Third party clinic appointments

Third party clinic appointments may be cancelled or changed subject to two working days’ notice and you will receive a full refund of any payments already made. Bookings made within two working days’ of the appointment time cannot be cancelled and full payment will be due; no refunds can be given.


All home testing kits should be used as quickly as reasonably possible. Please return your sample to us within 30 days of ordering. If you return your sample after this time, we may not be able to provide you with a result and you will be charged in full.

If you decide to cancel, you should return the products to us at your cost within 7 working days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery). You can cancel any product ordered online apart from any products which deteriorate or expire rapidly or any products that are sealed for health protection or hygiene reasons if you have unsealed them.

We will accept returns of unwanted, faulty or damaged products within 7 working days of you receiving the products. For faulty or damaged products a full refund will be made including the cost of the return postage. You should return the products to us within 7 working days of such cancellation.

The products should be returned to: Customer Services, Enso Health Ltd, 26 Sheridan Road , Worthing, BN14 8ET. To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel, contact telephone number and email address.

Visiting Doctor

Areas Covered

The Enso Health Home Visit service is limited to the Sussex & Surrey Area and is at the discretion of the visiting Doctor.

Promotional discounts

Coupons, discounts and promotional discount codes offered by are valid only for use as part of a purchase made via, unless otherwise stated. Such promotional discounts are not valid for use as part of a purchase in enso health clinics, or for telephone orders.

Telephone & Online video conferencing

The Service is for users in the United Kingdom only. This service is suitable for those aged 18 or over. Video consultations are only suitable for those who have an account from an appropriate platform and access to a webcam or mobile device with a camera. Appropriate platforms will require adequate encryption for privacy and security purposes. Remote consultations should only be undertaken where there is adequate space for patient confidentiality to be maintained. Enso Health Ltd will use a secure video consulting platform designed for clinical consultation.

Enso Health Ltd does not guarantee that a telephone or video consultation is the best course of accessing advice or indeed the appropriate course of treatment for your particular healthcare concern or medical issue.

Our doctors can only provide guidance for clients, children, guardians and advocates after satisfactory identification & obtaining of informed consent.

Our doctors are not able to arrange referrals to the NHS as part of this service:

Prescriptions, sick notes and other certificates may only be available during office hours and are issued at our doctor’s discretion.

Enso Health is not a substitute for your primary care provider and you should contact your GP immediately should your condition change or your symptoms worsen (if you are not registered with a UK doctor you should contact your local walk-in centre or hospital for advice).

If you have a medical emergency you should not use this service and instead you should call 999 or visit your local Accident and Emergency Department.

If you feel suicidal, you should not use this service, but should make contact with your GP, NHS 111 or local Accident & Emergency Department. You can also telephone the Samaritans on 116 123

The information and advice provided by Enso Health Ltd when you use the service is based on the information you have supplied to us.

It is your responsibility to ensure this information is correct and complete and you accept that failure to do so (whether intentionally or not) will affect the information and advice we give to you and the medicines we may supply to you and, as such, may have consequences for which we are not responsible.

If you would like to talk about a rash or other skin complaint, it is unlikely that our doctors would be able to have a clear enough view to help in diagnosis if you are using a mobile telephone to video consult.

Our doctors may need to ask sensitive medical questions as part of your telephone or video consultation. Please ensure you are in a quiet, confidential place at your chosen time, free from interruptions.

You will need to make sure that you are in an area where your network or internet connection is not likely to be interrupted. This is especially important if you intend to use your mobile telephone for your telephone or video consultation.

Certain mobile devices only have a rear facing camera and would need to be turned around for our doctors to view you during your video consultation. You should also bear in mind that some mobile telephones are not compatible with certain video platforms ( e.g. Facetime). If you are unsure, you should check with your provider.

Video is a secure way of communicating. Information is encrypted as you log in and the platforms we use have digital certificates to ensure that you are in conversation with the right person. You should not need to apply any special firewall rules in order for these platforms to function.

After your consultation the doctor will remove you from our contact list on the video platform. This means that whilst you may be able to still call us on the platform, we will not be able to answer. If you wish to speak to one of our doctors again, you will need to book and pay for another appointment.

General terms

Intellectual property and right to use
You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.

You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may (if necessary to make a Purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

All complaints should include sufficient information to allow investigations. Enso Health acknowledges all complaints within two working days of receipt. Enso Health provides a definitive response within 28 days of receipt.

Compliance with laws
The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.

Limitation of liability
While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implied in relation to its accuracy. The Website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.

We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the website or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.

To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.

We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:

  • Any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or

  • Any loss of goodwill or reputation; or

  • Any special or indirect losses

suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.

Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.

If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions.

No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.

Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.

Entire agreement
These Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what Enso Health and you are expected to do. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your Statutory Rights are not affected by these terms and conditions. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions.

The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.

For any queries regarding our service, please contact us via email, phone or post.

The Enso Health company details are:

Enso Health Ltd
Registered in England and Wales
No. 07963688

Registered Office:

26 Sheridan Road, Worthing, BN14 8ET. UK


T- 0330 133 2655

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