Terms & Conditions of Supply

These Terms were most recently updated on [20th February 2026].

This page (together with our Privacy Policy and Terms of Use) tells you information about us and the legal terms and conditions (Terms) on which medication is supplied to you through our service.

These Terms will apply to any contract between us for the provision of our consultation service and the supply of medication to you (Contract). Please read these Terms carefully and make sure that you understand them, before placing an order through our site. Please note that before placing an order you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be able to place an order through our site.

You should print a copy of these Terms or save them to your computer for future reference.

We amend these Terms from time to time as set out in clause 7. Every time you wish to place an order, please check these Terms to ensure you understand the terms which will apply at that time.

These Terms, and any Contract between us, are only in the English language.

1. Information about us

1.1 We operate the website https://jointalo.com. We are Talo Health Ltd, a company registered in Scotland under company number SC848462 and with our registered office at 17 Fieldhead Square, Glasgow, Scotland, G43 1HL.

1.2 Talo provides an online clinical consultation platform. We partner with Eastwood Pharmacy, a GPhC-registered pharmacy, which is responsible for the clinical review, authorisation of supply, dispensing, and dispatch of medication under a Patient Group Direction (PGD). Eastwood Pharmacy also arranges delivery directly to you. The authorised healthcare professional at Eastwood Pharmacy makes an independent clinical decision on whether to supply medication based on the information you provide during your consultation.

1.3 To cancel a Contract in accordance with your legal right to do so as set out in clause 8, you just need to let us know that you have decided to cancel. The easiest way to do this is to email support@jointalo.com indicating your wish to cancel and add your order number to the subject line.

1.4 If you wish to contact us for any other reason, including because you have any complaints, you can contact us by e-mailing us at support@jointalo.com.

1.5 If we have to contact you or give you notice in writing, we will do so by e-mail or SMS.

2. Our products

2.1 The images of the products on our site are for illustrative purposes only. Although we have made every effort to display the products accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the products. Your products may vary slightly from those images.

2.2 The packaging of the products may vary from that shown on images on our site.

2.3 The colour and shape of the products may vary from that shown on images on our site.

3. Use of our site

3.1 Your use of our site is governed by our Terms of Website Use. Please take the time to read these, as they include important terms which apply to you.

4. How we use your personal information

4.1 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.

4.2 To help protect against fraud and ensure safe transactions, we may ask you to provide proof of identity and/or have a video call with us when processing your order. Where requested, this material will be necessary to complete your order. Delay in supplying adequate proof of identity may result in delay to or cancellation of your order.

5. Age restrictions

5.1 If you are a consumer, you may only use our service if you are at least 18 years old.

5.2 Some products on our website may also have a maximum age limit that they must be used under and these will be stated individually on the product pages.

6. How the contract is formed between you and us

6.1 Our pages will guide you through the steps you need to take to place an order with us, including completing a clinical consultation. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

6.2 After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 6.3.

6.3 Your consultation is reviewed by an authorised healthcare professional at Eastwood Pharmacy, who makes an independent clinical decision on whether to authorise supply under the Patient Group Direction (PGD). We will confirm our acceptance to you by sending you an e-mail that confirms that your order has been approved. The Contract between us will only be formed when we send you order approval.

6.4 If we are unable to supply you with a product, for example because that product is not in stock or no longer available or because we cannot meet your requested delivery date or because of an error in the price on our site as referred to in clause 11.5, or because the authorised healthcare professional determines that supply is not clinically appropriate for you, we will inform you of this by e-mail and we will not process your order. If you have already paid for the products, we will refund you the full amount including any delivery costs charged as soon as possible.

7. Our right to vary these terms

7.1 We amend these Terms from time to time. Please look at the top of this page to see when these Terms were last updated. Every time you place an order through us, the Terms in force at the time of your order will apply to the Contract between you and us. We may revise these Terms as they apply to your order from time to time to reflect changes in relevant laws and regulatory requirements.

7.2 If we have to revise these Terms as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes. You may cancel either in respect of all the affected products or just the products you have yet to receive. If you opt to cancel, you will have to return (at our cost) any relevant products you have already received and we will arrange a full refund of the price you have paid, including any delivery charges.

8. Cancellation and refunds

8.1 You can cancel your subscription at any time by emailing support@jointalo.com with your order number.

8.2 Once we confirm your cancellation, no further orders will be processed and you will not receive your next delivery.

8.3 For safety reasons, we cannot accept returns of medication once supplied. Medication that has been supplied cannot be refunded, as the supplying pharmacy is not able to reuse it for safety and regulatory reasons.

8.4 If you have unwanted medicine, please take it to a local pharmacy for safe disposal.

8.5 If products are faulty, mis-described, or incorrectly delivered, please contact us immediately at support@jointalo.com and we will arrange a replacement or full refund.

8.6 Because you are a consumer, we are under a legal duty to supply products that are in conformity with this Contract. As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

9. Delivery

9.1 Eastwood Pharmacy will dispatch your order and we will contact you with an estimated delivery date and provide you with tracking information where available. Occasionally delivery may be affected by an Event Outside Our Control.

9.2 Delivery of an order shall be completed when the products are delivered to the address you gave us and the products will be your responsibility from that time.

9.3 You own the products once payment has been received in full, including all applicable delivery charges.

9.4 If no one is available at your address to take delivery and it is not possible to post the parcel through the letter box, the courier may, according to their policies, either leave you a note informing you how to rearrange delivery, or leave your parcel with a neighbour, or leave your parcel at a safe place.

9.5 If, after a failed delivery to you, you do not re-arrange delivery or collect the products from the delivery partner, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the Contract and clause 9.7 will apply.

9.6 If you do not collect the products as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from the delivery partner we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the Contract and any refunds due to you will be reduced by the costs of delivery and our reasonable costs of storing and attempting to re-deliver the products.

9.7 If you do not wish to cancel your order straight away, or do not have the right to do so under clause 9.5, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your Order if we do not meet the new deadline.

9.8 If you do choose to cancel your Order for late delivery under clause 9.6 or clause 9.7, you can do so for just some of the products or all of them, unless splitting them up would significantly reduce their value. If the products have been delivered to you, you will have to return them to us, and we will pay the costs of this. After you cancel your Order we will refund any sums you have paid to us for the cancelled products and their delivery.

10. International delivery

10.1 Talo currently only delivers to addresses in the United Kingdom.

11. Price of products and delivery charges

11.1 The prices of the products will be as quoted on our site at the time you submit your order. We take all reasonable care to ensure that the prices of products are correct at the time when the relevant information was entered onto the system. However please see clause 11.5 for what happens if we discover an error in the price of product(s) you ordered.

11.2 Prices for our products may change from time to time, but changes will not affect any order you have already placed.

11.3 The price of a product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the products in full before the change in VAT takes effect.

11.4 Our site my contain a large number of products. It is always possible that, despite our reasonable efforts, some of the products on our site may be incorrectly priced. If we discover an error in the price of the products you have ordered we will contact you to inform you of this error and we will give you the option of continuing to purchase the product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

11.5 Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the products to you at the incorrect (lower) price.

12. Subscription services

12.1 All products are sold on a subscription basis. There are no one-off purchases available.

12.2 You will be charged automatically at the chosen intervals following approval of your initial order. Subscription intervals may include monthly, three-monthly, six-monthly, or twelve-monthly options as displayed on our site.

12.3 Payment will be taken on completion of checkout.

12.4 You can cancel your subscription at any time by contacting us at support@jointalo.com. Once we confirm receipt of your cancellation, no further orders will be processed and you will not receive your next delivery.

12.5 There are no refunds for products that have already been dispatched. Cancellation simply means you will not receive future deliveries.

12.6 We reserve the right to cancel your subscription at any time on notice to you, for example if the authorised healthcare professional determines that continued supply is no longer clinically appropriate.

12.7 If a subscription payment fails, we will notify you and may suspend your subscription until payment is successfully processed.

12.8 By subscribing, you authorise us to store your payment details and charge your payment method automatically at each billing interval.

13. How to pay

13.1 You can only pay for products using a debit card or credit card through our online payment platform. We accept the following cards: Visa, Mastercard and American Express. We also accept digital wallet payments, including Apple Pay and Google Pay.

13.2 Payment for the products and all applicable delivery charges is in advance.

13.3 For subscription services, you authorise us to store your payment details and charge your payment method automatically at each billing interval.

14. Our liability if you are a consumer

14.1 This clause 14 only applies if you are a consumer.

14.2 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. 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.

14.3 We only supply the products for domestic and private use. You agree not to use the product for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

14.4 We do not in any way exclude or limit our liability for:

(a) death or personal injury caused by our negligence;

(b) fraud or fraudulent misrepresentation;

(c) any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);

(d) any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and

(e) defective products under the Consumer Protection Act 1987.

15. Events outside our control

15.1 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 an Event Outside Our Control. An Event Outside Our Control is defined below in clause 15.2.

15.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

15.3 If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:

(a) we will contact you as soon as reasonably possible to notify you; and

(b) 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 products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

15.4 You may cancel a Contract affected by an Event Outside Our Control. To cancel please contact us. If you opt to cancel, you will have to return (at our cost) any relevant products you have already received and we will refund the price you have paid, including any delivery charges.

16. Communications between us

16.1 When we refer, in these Terms, to "in writing", this will include e-mail and SMS.

16.2 If you are a consumer you may contact us as described in clause 1.

17. Other important terms

17.1 We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms. We will always notify you in writing or by posting on this webpage if this happens.

17.2 This Contract is between you and us. No other person shall have any rights to enforce any of its 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 or unenforceable, the remaining paragraphs will remain in full force and effect.

17.4 If we fail to insist that you perform any of your obligations under these 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.

17.5 Please note that these Terms are governed by Scots Law. This means a Contract for the supply of products through our site and any dispute or claim arising out of or in connection with it will be governed by Scots law. You and we both agree to that the courts of Scotland will have non-exclusive jurisdiction.

18. Clinical treatment and patient responsibilities

18.1 You must provide accurate and complete medical information during your consultation. We rely on the accuracy of this information to assess whether supply of medication is appropriate for you under the Patient Group Direction (PGD).

18.2 You must carefully read all information provided with your medication, including patient information leaflets, labels, and any clinical advice provided.

18.3 All medicines carry risks of side effects. You must contact us immediately if you experience any concerning symptoms or side effects.

18.4 You must inform us immediately of any changes to your health, other medications you are taking, or if you become pregnant.

18.5 Clinical decisions on whether to supply medication are made by the authorised healthcare professional at Eastwood Pharmacy under the Patient Group Direction (PGD). Talo does not make clinical decisions, supply, or dispense medication. The authorised healthcare professional exercises independent clinical judgement before authorising each supply.

18.6 Talo provides the online consultation platform. Medication is supplied by Eastwood Pharmacy, a GPhC-registered pharmacy, under a Patient Group Direction (PGD). Medicines are produced by licensed pharmaceutical manufacturers. We do not make any promise regarding the therapeutic effect, performance, or individual response to any medicine. Results can vary between patients and no outcome is guaranteed. This does not affect your legal rights where a product is faulty or not as described.

18.7 If you do not provide accurate information, do not follow instructions, or do not report health changes, we are not liable for any resulting harm.

18.8 We may ask you to provide the contact details of your GP and your consent for us to share relevant information about your supply with them. If you do not have a GP or choose not to consent to information sharing, the authorised healthcare professional will carry out an individual risk-based assessment to determine whether it is appropriate to authorise supply.

Privacy & data protection notice

We process your personal data, which includes information from your consultations and any other healthcare services we provide to you, for the purposes of:

Your care - providing healthcare services and care to you, including consultations and ongoing treatment management. Your consultation data is shared with Eastwood Pharmacy so that their authorised healthcare professional can review your suitability for supply under the PGD.

Our payment - processing payment through our secure payment gateway. Payment information and some personal data (no medical information) is shared between us and our payment processor, Mollie.

Service management - sharing only relevant information between us and our technology partners to ensure we maintain appropriate professional and service standards, and to improve our services.

Legal compliance - meeting our legal and regulatory obligations as a healthcare service.

Because we provide healthcare services, we have a legal obligation to collect and use personal data to ensure that the service we provide is safe and effective, and that our record keeping is in line with the law. If you do not provide this information, it may restrict which healthcare services are available to you.

We hold your information for as long as legally required. You have a right to a copy of the information we hold for you (in paper or electronic form) and generally without charge. You may seek to rectify any inaccurate information.

You may object to us holding your information in certain circumstances. You may lodge a complaint with the Information Commissioner's Office (ICO).

For full details of how we handle your personal data, please see our comprehensive Privacy Policy available on our website.

Complaints procedure

Should you wish to make a complaint regarding Talo, then please contact us in the first instance:

By email: support@jointalo.com

In writing to: Talo Health Ltd, 17 Fieldhead Square, Glasgow, Scotland, G43 1HL

Complaints should be addressed to a director of Talo Health Ltd.

We aim to resolve all complaints within 10 working days. If your complaint requires more detailed investigation, we will keep you informed of progress.

If your complaint relates to the clinical decision to supply or decline medication, or to the dispensing or labelling of medication, this will be referred to Eastwood Pharmacy for investigation.