1. Introduction

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These Terms of Sale and Service govern the sale of products and medicines and the provision of services through the Bolt Pharmacy site, owned and managed by Bolt Healthcare Ltd, registered in England and Wales with company number 15149039, with its registered office situated at Unit 15 The Hub Commercial Road, Darwen, England, BB3 0FL.

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These Terms of Sale and Service should be read alongside our Terms & Conditions and Privacy Policy. Together, these documents form the entire agreement between you and Bolt Pharmacy regarding your purchase of products and services from our site.

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Please read these Terms of Sale and Service carefully before ordering any products or services. By placing an order, you confirm your acceptance of these terms. If you do not agree with any part of these terms, please do not place an order through our site.

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For assistance or queries about our products, services, or ordering process, please contact our customer support team via email at info@ajhillaesthetics.co.uk or telephone on +441767308844

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We may update these Terms of Sale and Service from time to time. Any changes will be effective immediately upon posting to our site. Your continued use of our site after such changes constitutes acceptance of the revised terms.

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2. Ordering Products and Services

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2.1. Our site allows you to place orders for prescription and non-prescription products, along with healthcare consultation services delivered by health coaches and UK-licensed independent prescribers.

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Where required, medical reviews by appropriately registered clinicians are provided through third-party partners. All orders are subject to acceptance by us, and we reserve the right to decline any order at our discretion.

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2.2. To place an order, you must:

• Be at least 18 years of age

• Register for an account on our site

• Provide accurate personal and payment information

• For prescription medicines and healthcare services, complete all required medical questionnaires truthfully

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2.3. For prescription medicines and healthcare services, your order will be reviewed by an appropriately registered healthcare provider who will determine whether the requested treatment or service is appropriate for you based on the information provided.

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2.4. When placing an order, you confirm that all information provided is accurate and complete. Providing false or misleading information may result in your order being declined and could have serious health implications.

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2.5. After submitting an order, you will receive an order acknowledgement email. This email confirms we have received your order but does not constitute acceptance of your order.

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2.6. For prescription medicines and healthcare services, your order will only be accepted once our clinician has approved your request and, where applicable, issued a prescription. For non-prescription products, your order will be accepted when we send you a confirmation email.

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2.7. If we cannot accept your order, we will inform you by email and will not charge you for the product or service. Reasons for non-acceptance may include:

• The product is out of stock

• We cannot authorize your payment

• We suspect fraudulent activity

• We have identified an error in the price or description

• Our clinician determines the product or service is not suitable for you

• You do not meet the eligibility criteria for the product or service

• We are unable to provide the requested service at the time requested

 

3. Products, Services, and Availability

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3.1. All products and services shown on our site are subject to availability. We will inform you as soon as possible if the product or service you have ordered is not available.

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3.2. Product images on our site are for illustrative purposes only. The actual product may vary slightly from the image displayed.

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3.3. All product and service descriptions aim to be accurate, but we do not guarantee that all descriptions are complete, reliable, or error-free.

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3.4. We reserve the right to limit the quantities of certain products that may be purchased, particularly for prescription medicines where clinical guidelines or regulations may impose restrictions.

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3.5. For certain prescription medicines and healthcare services, we may require additional information or recommend alternative treatments if our clinician determines this is in your best interests.

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3.6. The services provided through our platform may include the following, delivered either by independent clinicians or under the governance of a CQC-registered healthcare provider:

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• Review of health questionnaires by qualified prescribers

• Remote treatment assessments and, where appropriate, private prescriptions

• Ongoing treatment support and medication dispensing via our registered pharmacy

• General health guidance and lifestyle support resources by our health coaches (no medical advice)

• Referral recommendations, where clinically appropriate, made by a licensed prescriber

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Please note that clinical decisions, including the prescribing of medications, are made solely by qualified healthcare professionals who operate independently. AJ Hill Aesthetics does not provide clinical services directly e.g. prescriptions or dispensing of medications.

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4. Prescription Medicines and Healthcare Services

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4.1. Prescription medicines in the UK can only be supplied with a valid prescription issued by a licensed healthcare professionals or by an external qualified prescriber (e.g., your GP) whose prescription you provide to us. Our fees includes a prescription as part of our overall service / package which includes a prescription-only medication.

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4.2. To request prescription medicines or healthcare services through our site, you must complete an online questionnaire designed to collect health information relevant to the requested treatment. This information is securely reviewed by a qualified prescriber who will assess your suitability for treatment based on the appropriate clinical standards.

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4.3 Based on their clinical assessment under 4.2, they may:

• Approve your request and issue a private prescription

• Request additional information before making a decision

• Recommend an alternative treatment or course of action

• Decline your request if they determine the treatment or service is not clinically appropriate for you

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4.4. The final decision on whether to prescribe medication or provide a treatment recommendation rests solely with the qualified prescriber who will exercise their professional judgment based on the information you provide.

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4.5. For your safety, we may limit the quantity of prescription medicine supplied and will require regular follow-up reviews for repeat prescriptions or ongoing services.

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4.6. You must inform us and / or the reviewing clinician of any changes to your health or medications between orders or treatment requests, as this information may affect the clinical suitability of previously prescribed treatments or recommended services.

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4.7. Your prescription will be dispensed by one of the third-party pharmacies we use in accordance with applicable UK regulations. Medicines will be supplied with appropriate labelling and patient information leaflets.

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4.8. Off-Licence Switch & Acknowledgement

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Switching between these GLP-1 medicines (Wegovy® and Mounjaro®) is considered off-licence, meaning it is outside the manufacturer’s approved indication. The dosing advice used by AJ Hill Aesthetics is based on available clinical evidence, advice from the manufacturers, and professional clinical judgment, but effectiveness and tolerability cannot be guaranteed.

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By submitting your switch request, you confirm that:

1. You understand this switch is off-licence and may involve different or additional risks.

2. You have read and understood the clinical guidance provided.

3. You have previously tolerated the medicine or accept that your experience may differ.

4. You understand that dose increases will not occur without a clinical reassessment.

5. You agree for this acknowledgement to be recorded in your medical record. By proceeding, you give your explicit consent for Bolt Pharmacy’s prescribers to issue treatment on this off-licence basis.

 

5. Prices and Payment

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5.1. The prices of our products and services are as quoted on our site and include VAT where applicable. Delivery charges are not included in the product price and will be shown separately during the checkout process.

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5.2. Product and service prices include:

• Your consultation / review

• Prescription (if applicable)

• The cost of the product

• Regular check-ins every 7 days

• Online support tools

• Ongoing access to support 7 days a week, 365 days a year.

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5.3. We take reasonable care to ensure that prices quoted on our site are correct. However, if we discover an error in the price of products or services you have ordered, we will:

• Contact you to inform you of the error

• Give you the option of continuing with the order at the correct price or cancelling it

• If we are unable to contact you, we will treat the order as cancelled and notify you accordingly

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5.4. We accept payment via credit card, debit card, and other payment methods as specified on our site. Payment can be made following your consultation or at a later date via an invoice. A refund will be initiated should you be deemed unsuitable for treatment or one of our services.

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5.5. By providing payment details, you confirm that you are authorised to use the payment method specified.

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5.6. We use industry-standard security measures to protect your payment information.

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6. Delivery of Products and Provision of Services

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6.1. Our Delivery Policy covers our delivery information, however a brief outline can be found below:

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6.2 We deliver products to addresses within the United Kingdom only. Delivery charges will be shown during the checkout process before you confirm your order. They are also available via our Delivery Policy.

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6.3. Estimated delivery timeframes are provided on our  but are not guaranteed. Factors outside our control may occasionally cause delays.

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6.4. Risk of loss or damage to products passes to you upon delivery to your specified address.

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6.5. Delivery of your order constitutes acceptance by you of the products ordered, subject to your cancellation and return rights. Please see our Returns Policy.

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6.6. For prescription medicines, if you are not available to receive the delivery:

• Our courier may leave a card and attempt redelivery

• The package may be left with a neighbor or in a safe place if you have provided such instructions

• If delivery cannot be completed, the package will be returned to our pharmacy, and you will need to contact us to arrange redelivery (additional charges may apply)

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6.7. You are responsible for ensuring the accuracy of the delivery address provided. We cannot accept liability for deliveries made to incorrect addresses supplied by you.

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7. Subscription Services

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7.1.We do not currently provide subscription services - this is not currently deemed appropriate by the relevant regulatory bodies with regards to prescription-only medicines in the private sector.

 

8. Cancellation, Returns and Refunds

 

8.1. Please see our Returns Policy for further information.

 

8.1.1. For safety reasons, we do not accept returns of medical products, including prescription or non-prescription medicine. If you have unwanted medicine, please take it to a local pharmacy for safe disposal. This cannot be refunded.

 

8.1.2. You can amend or cancel your order for prescription treatment up until the point before your item is shipped. Once shipped, we are unable to amend or cancel your order.

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8.1.3. Medical products may be returned only if they arrive damaged, defective, or if the wrong product has been sent to you. On some occasions, we may require evidence such as a photo of damaged, defective, or wrongly received treatment alongside a video. This must be done in writing for a full auditable trail. Please see our Returns Policy for further information.

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8.2. Non-Medical Products

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8.2.1. For non-prescription products, you have the right to cancel your order within 14 days of receiving the products without giving a reason (Consumer Contracts Regulations 2013).

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8.2.2. If deliveries are split over different days, you have 14 days after the day you receive the last delivery to change your mind about the products.

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8.2.3. This excludes sealed products which are not suitable for return due to health or hygiene reasons (unless these items were damaged or faulty when delivered to you or have been incorrectly delivered). The following products cannot be returned unless faulty:

• Products that have been opened or where seals have been broken

• Personalized products

• Intimate products

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8.2.4. To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g., a letter, email, or phone call) within the cancellation period.

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8.2.5. If you cancel, you must return the products to us without undue delay and no later than 14 days from the day you notify us of your cancellation. You will be responsible for the cost of returning the products.

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8.3. Return Process and Refunds

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8.3.1. We are unable to reimburse the cost of return delivery unless the item is damaged, defective or the incorrect product.

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8.3.2. If the product is damaged, defective, or the wrong treatment has been sent, upon the item's return, we will assess your claim. If approved, we will either replace the product or refund you the amount paid.

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8.3.3. Refunds will be made by the same method that you used to pay and should reach your bank within 7 to 10 working days of being issued.

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9. Faulty Products and Service Quality

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9.1. If a product is faulty or misdescribed, your legal rights under the Consumer Rights Act 2015 entitle you to a replacement, repair, or refund, with regards of perishable goods taken into account for any fridge-line medications which has a slightly different criteria.

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9.2. If you believe a product is faulty, please:

• Contact us as soon as possible with details of the fault

• Do not use the product if it appears damaged or faulty

• For medicines, follow the reporting procedure in section 9.4

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9.3. We may ask you to return the product for inspection before processing a replacement or refund.

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9.4. For concerns about adverse effects or the quality of medicines:

• Stop using the medicine immediately (unless advised otherwise by a healthcare professional)

• Contact us immediately at info@ajhillaesthetics.co.uk

• For serious or unexpected reactions, you should also report the issue via the MHRA Yellow Card Scheme at yellowcard.mhra.gov.uk

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9.5. For concerns about the quality of healthcare services provided:

• Contact our Customer Support team as soon as possible with details of your concerns

• Provide specific information about the service issue, including dates and clinician names if applicable

• We will investigate all service quality concerns promptly and thoroughly

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• **In the event of a medical emergency, call a doctor or 999 immediately.

• **All unused medication should be returned to your local pharmacy for safe disposal.

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10. Our Liability

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10.1. Nothing in these Terms of Sale and Service limits or excludes our liability for:

• Death or personal injury caused by our negligence

• Fraud or fraudulent misrepresentation

• Breach of your legal rights in relation to the products and services (including the right to receive products that are as described, fit for purpose, and of satisfactory quality)

 

10.2. Subject to section 10.1, we will not be liable for:

• Losses not caused by our breach

• Business losses (as the site is for private, non-commercial use only)

• Losses caused by your failure to follow instructions or advice regarding the use of products or services

• Losses caused by your provision of incomplete or inaccurate information in health questionnaires

• Indirect or consequential losses that were not foreseeable by both parties when the contract was formed

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10.3. We only supply products and services for domestic and private use. You agree not to use the products or services for commercial purposes, and we have no liability for any business losses.

 

11. Personal Information and Privacy

 

11.1. We will use your personal information in accordance with our Privacy Policy, which can be found on our site.

 

11.2. For prescription medicines and healthcare services, your personal and health information will be:

• Reviewed by a qualified healthcare professional to assess your suitability for treatment

• Shared with one of the registered pharmacies we use for dispensing purposes

• Retained securely as part of your electronic patient record for at least 8 years, in accordance with healthcare record-keeping standards

 

11.3. We implement appropriate technical and organisational measures to protect your personal information, but transmission of information via the internet is not completely secure. Any transmission is at your own risk.

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12. Events Outside Our Control

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12.1. We will not be liable for any failure or delay in performing our obligations under these Terms of Sale and Service caused by events outside our reasonable control ("Force Majeure Event").

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12.2. A Force Majeure Event includes:

• Strikes, lock-outs or other industrial action

• Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war or threat of war

• Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster

• Impossibility of the use of public or private telecommunications networks

• Acts, decrees, legislation, regulations or restrictions of any government

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12.3. Our performance is deemed to be suspended for the period that the Force Majeure Event continues. We will have an extension of time for performance for the duration of that period.

 

13. Other Important Terms

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13.1. We may transfer our rights and obligations under these Terms of Sale and Service to another organisation. We will always notify you in writing if this occurs and will ensure that the transfer does not affect your rights under the contract.

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• Prior notice. We give you at least 14 days’ advance written notice, which may be sent by email to the address linked to your account and/or posted as a prominent notice on our website or customer portal (together, “written notice”).

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13.2. This contract is between you and AJ Hill Aesthetics. No other person shall have any rights to enforce any of its terms.

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13.3. Each paragraph of these Terms of Sale and Service operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

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13.4. If we do not insist immediately that you do anything you are required to do under these Terms of Sale and Service, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

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14. Complaints Procedure

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14.1. If you are dissatisfied with any aspect of our products, services, or customer care, please contact our customer service team at info@ajhillaesthetics.co.uk

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14.2. We aim to acknowledge all complaints within 2 business days and to provide a full response or resolution within 14 days. In complex cases where more time is needed, we will keep you informed and aim to resolve your concern within 21 working days. If you're not satisfied with the outcome, we will provide information about how to escalate your complaint.

 

14.3. For complaints regarding clinical decisions, healthcare services, or pharmacy services, these will be handled in accordance with our healthcare complaints procedure, details of which can be provided upon request.

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15. Governing Law and Jurisdiction

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These Terms of Sale and Service, their subject matter and formation (and any non-contractual disputes or claims) are governed by English law. Both parties agree to the exclusive jurisdiction of the courts of England and Wales. 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.

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For questions about these Terms of Sale and Service, please contact us at info@ajhillaesthetics.co.uk

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Last updated: 31 August 2025