XVERA LTD (TRADING AS XVERA MEDICAL)
TERMS & CONDITIONS OF CARE AND MEMBERSHIP
Last updated: July 2026
These Terms & Conditions apply to all services provided by Xvera Ltd (trading as Xvera Medical) (“Xvera Medical”, “we”, “us”), including Xvera Balance, Xvera Vitality, and Xvera Revitalise.
By booking a consultation, purchasing a membership or subscription, or continuing treatment after updated Terms are published, you agree to be bound by these Terms.
We’ve written these Terms in plain English. If anything is unclear, please contact us at admin@xveramedical.com before starting treatment — we’re always happy to help.
1. Nature of Our Services
1.1 Xvera Medical provides private, consultant-led medical services.
1.2 Our services are designed to complement, not replace, NHS or emergency care.
1.3 Xvera Medical is not an emergency service. Urgent or emergency symptoms must be directed to NHS 111 or 999.
1.4 Access to services does not guarantee prescribing, continuation of treatment, or access to any specific medication or dose.
2. Remote Care & Clinical Limitations
2.1 Xvera Medical operates primarily as a remote (telemedicine) service.
2.2 Clinical assessments are based on information provided by the patient, alongside any available medical records.
2.3 Patients are responsible for ensuring that all information provided is accurate, complete, and up to date.
2.4 Remote consultations may not identify all conditions that would be detectable during a face-to-face assessment.
2.5 Where clinically required, patients may be advised to seek in-person examination or alternative medical care.
3. No Entitlement to Treatment
3.1 All treatment decisions are made solely on clinical grounds.
3.2 Decisions are based on medical history, safety considerations, response to treatment, and adherence to monitoring requirements.
3.3 Xvera Medical reserves the right to withhold, pause, modify, or discontinue treatment at any time where clinically indicated.
3.4 Clinical judgement always takes precedence over subscription status, patient preference, or commercial considerations.
4. Patient Responsibilities
4.1 Patients are responsible for:
- Providing accurate and complete medical information
- Attending required consultations, reviews, and investigations
- Completing all required monitoring (including blood tests where applicable)
- Taking medication strictly as prescribed
- Reporting side effects or concerns promptly
- Ensuring personal and contact details (including address) are correct and up to date
- Not sharing medication with others
4.2 Failure to meet these responsibilities may result in suspension or termination of treatment.
5. Consultations
5.1 Consultation fees cover clinical assessment and medical advice only.
5.2 Medication, blood tests, and ongoing care are provided separately under relevant programmes or memberships.
5.3 Appointments cancelled or rescheduled with less than 25 hours’ notice, or appointments that are not attended, will normally be charged at the applicable appointment fee
5.4 Where an appointment is included within a membership, a missed or late-cancelled appointment may be treated as having been used, and a further appointment or rebooking fee may be required.
5.5 If a patient arrives so late that the consultation cannot be completed safely or meaningfully within the allocated time, it may be treated as a missed appointment.
5.6 Xvera Medical may waive or reduce a missed-appointment charge in exceptional circumstances at its discretion.
6. Memberships & Subscriptions
6.1 Ongoing treatment programmes are provided via monthly recurring memberships, billed in advance.
6.2 Billing is processed on a monthly basis and is independent of prescription timing or medication dispatch.
6.3 Only services explicitly stated as included in a programme are covered.
6.4 Memberships may be paused or terminated where:
- Mandatory monitoring or reviews are not completed
- Clinical safety concerns arise
- Payments fail
- These Terms are breached
6.5 Suspension of membership results in suspension of prescribing and medication supply.
7. Mandatory Reviews & Monitoring
7.1 Regular clinical reviews, blood tests and other monitoring specified by Xvera Medical are mandatory conditions of ongoing treatment and prescribing.
7.2 Patients must complete all required reviews and investigations within the timeframes communicated by Xvera Medical.
7.3 Where required information, investigations or reviews remain outstanding, Xvera Medical may immediately suspend prescribing, repeat prescriptions and medication supply until the requirements have been completed and reviewed.
7.4 Treatment will not necessarily restart immediately after outstanding monitoring is completed. Results must first be reviewed and continued clinical suitability confirmed.
7.5 Where a patient repeatedly fails to attend required reviews, complete required investigations, respond to reasonable reminders or engage with mandatory monitoring, Xvera Medical may cancel the patient’s membership, discontinue treatment and discharge the patient from the service.
7.6 If a testing kit must be replaced because the patient supplied an incorrect address, failed to collect it, lost or damaged it, or failed to follow the required instructions, a replacement charge may apply.
7.7 Where blood collection is arranged through a partner phlebotomy provider, an appointment cancelled or rescheduled with less than 25 hours’ notice, or not attended, will normally be charged at the applicable fee.
7.8 No additional phlebotomy appointment charge will be made solely because the provider is unable to obtain an adequate blood sample during an attended appointment.
7.9 A further attempt may be arranged, including a nurse-led blood draw where available and appropriate.
7.10 Following two consecutive missed phlebotomy appointments, the patient may be referred back to Xvera Medical. 7.11 If required blood testing remains incomplete, Xvera Medical may suspend or discontinue prescribing and treatment.
8. Medication & Pharmacy Supply
8.1 Xvera Medical prescribes medication but does not dispense it.
8.2 Medications are supplied by independent UK-regulated partner pharmacies.
8.3 Dispensing and delivery are undertaken by independent UK-regulated pharmacies and their delivery providers.
8.4 Xvera Medical is not responsible for:
- Pharmacy processing delays
- Courier delays or failed deliveries
- Lost or damaged items after dispatch
- Manufacturer shortages or stock limitations
- Temperature-related issues during delivery
8.5 Medication choice, formulation, and dosing are determined clinically and may change over time.
9. Clinical Messaging & Conduct
9.1 Messaging services (where included) are for brief, non-urgent queries only.
9.2 Messaging must not be used for emergencies.
9.3 Abuse, harassment, excessive messaging, or inappropriate behaviour may result in restriction or termination of services without refund.
10. Injectable Testosterone – Minimum Term
10.1 Injectable testosterone therapy requires a minimum commitment of three (3) months once commenced.
10.2 The three-month minimum term begins on the date the first prescription for injectable testosterone is issued.
10.3 A patient may submit a cancellation request at any time. However, where cancellation is requested during the initial three-month minimum term, cancellation will not take effect before the end of that minimum term.
10.4 Monthly membership fees will continue to be charged on the usual billing dates until the minimum term has ended. The membership and its included clinical services will remain available during that period, subject to clinical appropriateness and compliance with required monitoring.
10.5 To ensure cancellation takes effect at the end of the minimum term, the patient must provide at least 14 days’ written notice before the first billing date falling after the minimum term.
10.6 Choosing not to use the service, stopping medication without clinical advice or deciding not to continue treatment does not remove the obligation to pay fees falling due during the minimum term.
10.7 The minimum term does not apply to transdermal testosterone treatment or non-TRT services.
10.8 If Xvera Medical stops injectable testosterone treatment on clinical grounds, future membership charges relating solely to the remainder of the minimum term will not be applied.
10.9 Xvera Medical may waive or reduce the minimum term in exceptional circumstances at its discretion.
11. Cancellation, Payments & Refunds
11.1 A rolling monthly membership may be cancelled by giving at least 14 days’ written notice before the next scheduled billing date, unless the injectable-testosterone minimum term applies.
11.2 Cancellation requests must be submitted through the patient portal or to the designated Xvera Medical contact email.
11.3 Where notice is received fewer than 14 days before the next billing date, the next payment may still be collected and cancellation may take effect from the following renewal date.
11.4 The 14-day cancellation provisions do not permit an injectable-testosterone membership to end before expiry of the initial three-month minimum term described in section 10.
11.5 Where the injectable-testosterone minimum term applies, all monthly membership fees falling due before the effective cancellation date remain payable.
11.6 Failed or reversed payments may result in suspension of membership, prescribing and medication arrangements.
11.7 Fees already paid will generally not be refunded for:
- consultations already undertaken;
- clinical assessment or prescribing work already completed;
- an elapsed or partly elapsed membership period;
- medication already ordered, prepared or dispensed;
- tests, kits or appointments already arranged;
- missed or late-cancelled appointments; or
- periods where treatment is paused because mandatory monitoring has not been completed.
11.8 A refund will nevertheless be provided where required by law or where Xvera Medical considers it fair and appropriate in the circumstances.
11.9 Nothing in these Terms affects the patient’s statutory rights under the Consumer Rights Act 2015 or other applicable law.
12. Cooling-Off Period
12.1 Where the Consumer Contracts Regulations 2013 apply, a patient may have the right to cancel a distance contract within 14 days of entering into it.
12.2 A patient may expressly request that Xvera Medical begins providing services during the 14-day cancellation period.
12.3 If services begin during that period at the patient’s request and the patient subsequently cancels, Xvera Medical may charge a proportionate amount for services supplied up to the time cancellation is communicated.
12.4 The right to cancel a service contract is lost once the service has been fully performed, provided the patient expressly requested that performance begin during the cancellation period and acknowledged that the cancellation right would be lost once the service had been fully performed.
12.5 A consultation is treated as supplied once it has taken place. Clinical assessment, record review, prescribing and other professional work already completed may remain chargeable.
12.6 Medication that has been prepared or dispensed specifically for the patient may not be refundable where it cannot safely or lawfully be reused.
12.7 Nothing in this section limits any statutory right relating to defective services, incorrect medication or another breach of contract.
13. Clinical Discretion & Safety Overrides
13.1 Clinical judgement takes precedence over all other considerations.
13.2 Clinicians may deviate from standard pathways where required for patient safety.
14. Termination of Care
14.1 Xvera Medical may terminate care immediately where:
- continued treatment is clinically unsafe or inappropriate;
- required monitoring or reviews are not completed;
- the patient repeatedly fails to engage with reasonable reminders;
- materially inaccurate or misleading information is provided;
- medication is misused, shared, sold or obtained dishonestly;
- payment remains outstanding;
- these Terms are materially breached;
- communication becomes abusive or inappropriate;
- the therapeutic relationship becomes clinically untenable; or
- legal, regulatory or operational circumstances prevent continuation.
14.2 Where possible, reasonable notice will be provided unless immediate termination is required for safety.
15. Service Availability
15.1 Xvera Medical does not guarantee continuous or uninterrupted availability of services.
15.2 Xvera Medical may update its clinical pathways, programme structures, included services, partner providers, appointment availability, prices and these Terms.
15.3 Patients will normally receive at least 30 days’ notice of a material increase in membership fees or material reduction in included services.
15.4 A patient may cancel before a material commercial change takes effect, subject to any applicable minimum term.
15.5 Clinical, safety, legal or regulatory changes may need to take effect immediately.
16. Relationship with NHS & Other Providers
16.1 Xvera Medical operates as an independent private provider.
16.2 Patients remain responsible for their general medical care.
16.3 Patients are encouraged to inform their NHS GP of any treatment received through Xvera Medical.
16.4 Where a patient consents, Xvera Medical may share a clinical summary with the patient’s NHS GP or other treating clinicians to support continuity and safety of care. This will not be done without explicit consent except where required by law or necessary to prevent serious harm.
17. Data Protection & Medical Records
17.1 Patient data is handled in accordance with UK GDPR and applicable data protection laws.
17.2 Patients have rights in relation to their personal information, but those rights are not absolute. A request to erase information may not result in deletion of medical records where Xvera Medical is required or permitted to retain them for clinical, legal, regulatory, professional, safeguarding or legal-claims purposes.
18. Complaints
18.1 Complaints should be submitted in writing to: complaints@xveramedical.com
18.2 Complaints will be managed in accordance with Xvera Medical’s formal complaints policy, and we aim to respond in full within 20 working days.
18.3 Patients may provide information about their care to the Care Quality Commission. The CQC regulates registered healthcare services but does not ordinarily investigate or adjudicate individual complaints.
18.4 Concerns about the professional conduct or fitness to practise of an individual healthcare professional may be raised with the appropriate professional regulator.
19. Limitation of Liability
19.1 Xvera Medical will provide its services with reasonable care and skill.
19.2 Xvera Medical is responsible for loss or damage that is a reasonably foreseeable result of its breach of these Terms or failure to exercise reasonable care and skill.
19.3 Xvera Medical is not responsible for loss or harm caused wholly or partly by:
- materially inaccurate, incomplete or withheld information supplied by the patient;
- failure to follow clinical advice;
- use of medication other than as prescribed;
- failure to complete required monitoring;
- use of medication by another person;
- delays or failures outside Xvera Medical’s reasonable control; or
- the independent acts or omissions of another provider, except to the extent that Xvera Medical has itself failed to exercise reasonable care and skill.
19.4 Nothing in these Terms excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of the patient’s statutory rights.
20. Governing Law
20.1 These Terms are governed by the laws of England and Wales.
Contact Information
Xvera Ltd trading as Xvera Medical
Company number: 16668769
Registered office: Arkwright House, Parsonage Gardens, Manchester, M3 2LF
General enquiries: info@xveramedical.com
Complaints: complaints@xveramedical.com
Telephone: 0333 210 1124