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RENOVA CARE

Legal, Service & User Policy

Effective date: 28.09.26
 

Renova Care is a healthcare services brand operated by TEZARACT GROUP UK 

Renova Care operates as part of the Tezaract group of companies and the Tezaract Investment Group.

References in this policy to “Renova”, “Renova Care”, “we”, “us” or “our” refer to the legal entity responsible for operating the Renova Care service.

Where healthcare, laboratory, prescribing or pharmacy services are provided by independent regulated organisations, those organisations remain professionally and legally responsible for the services they provide.

Use of the Renova website or services constitutes acceptance of the applicable provisions of this policy and any additional terms presented at the point of purchase or service use.

1. What Renova Care Does

Renova Care provides services intended to make access to appropriately prescribed hormone treatment and associated monitoring simpler and more accessible.

Depending on the service selected, Renova may provide:

• prescription processing and fulfilment coordination;

• communication between patients and participating healthcare or pharmacy providers;

• access to blood-testing services;

• home blood-sample collection kits;

• treatment-monitoring support;

• information relating to hormone treatment;

• delivery and administrative services; and

• access to participating charitable or healthcare organisations where appropriate.

Unless expressly stated otherwise, Renova Care does not itself diagnose medical conditions, prescribe medicines or replace the relationship between a patient and their healthcare professional.

Any medicine supplied through the Renova service must have been lawfully prescribed where a prescription is required.

2. Renova, Tezaract and Independent Healthcare Providers

Renova Care forms part of the wider Tezaract group / Tezaract Investment Group.

Membership of the same corporate group does not mean every Tezaract company provides healthcare services.

Clinical decisions remain the responsibility of the appropriately qualified healthcare professional making those decisions.

Pharmacy services remain the responsibility of the pharmacy providing the dispensing service.

Laboratory analysis remains the responsibility of the laboratory undertaking that analysis.

Where Renova uses a third-party provider, relevant information about that provider should be displayed to the patient where required.

Nothing on the Renova website should be interpreted as suggesting that Tezaract Investment Group itself is a pharmacy, medical practice, laboratory or prescribing organisation unless it separately holds the registrations required to perform those activities.

3. Prescription Medicines

Some services facilitated by Renova involve prescription-only medicines.

Prescription-only medicines cannot be supplied merely because a customer wishes to purchase them.

Where a prescription is required:

1. the prescription must have been lawfully issued by an appropriate prescriber;

2. it must relate to the person for whom the medicine is being supplied;

3. it must remain valid at the time of dispensing;

4. the dispensing pharmacy must be satisfied that it can lawfully dispense it; and

5. any applicable professional, medicines and controlled-drug requirements must be satisfied.

Submission of a prescription does not guarantee that medication will be dispensed.

A pharmacy or healthcare professional may decline or delay supply where necessary for patient safety, regulatory compliance or verification.

UK legislation generally prevents the supply of prescription-only medicines except in accordance with an appropriate prescription. Legislation.gov.uk

4. Testosterone and Controlled Medicines

Testosterone is a prescription-only medicine and is listed in Schedule 4 Part II of the Misuse of Drugs Regulations 2001. GOV.UK

Users must not:

• obtain testosterone using another person's prescription;

• alter, falsify or manipulate a prescription;

• misrepresent their identity;

• order medication for resale;

• supply prescribed medication to another person;

• intentionally obtain duplicate supplies from multiple providers without disclosure;

• use Renova to facilitate diversion of controlled medicines; or

• provide false information relevant to the safe or lawful supply of medicine.

Renova and its healthcare or pharmacy partners may conduct appropriate identity, prescription and fraud checks.

Suspected fraudulent or unlawful activity may result in cancellation of an order, suspension of access and, where legally required or appropriate, referral to the relevant authority.

5. Renova Does Not Determine Your Dose

Medication strength, dosage, injection interval and duration of treatment are clinical decisions.

Renova administrative staff must not independently alter a prescription or advise a patient to change the dose prescribed by their healthcare professional.

Information provided on the website about commonly used treatment protocols is general educational information only.

It does not override the directions printed on a patient's prescription or the advice of their prescriber or pharmacist.

Patients should never increase, reduce or change the frequency of testosterone treatment solely because of information published on the Renova website.

6. Eligibility

Unless expressly stated otherwise, Renova's prescription and hormone-treatment services are intended for people aged 18 or over.

Users must provide accurate information when using the service.

Renova may require evidence of:

• identity;

• age;

• UK address;

• valid prescription;

• prescriber information; and

• other information reasonably required for regulatory, safety or fraud-prevention purposes.

Renova reserves the right to decline a transaction where required to protect a patient, satisfy legal obligations or allow a regulated healthcare provider to meet its professional obligations.

7. Medical Information

Information published by Renova is intended to help users understand available healthcare services.

It is not a substitute for individual medical advice.

Health information may describe:

• treatment pathways;

• medicines which may be prescribed;

• recognised risks;

• expected monitoring;

• laboratory testing;

• commonly reported effects; and

• general healthcare guidance.

Individual outcomes vary.

Renova does not guarantee that any particular medicine will be suitable for a user or produce a particular physical or psychological outcome.

8. Emergencies

Renova is not an emergency medical service.

Users experiencing a medical emergency should call 999 or attend an emergency department.

Users requiring urgent but non-emergency NHS medical advice may contact NHS 111 where appropriate.

Messages submitted through Renova's website, email or customer-support systems must not be relied upon for emergency medical assistance.

9. Blood Testing

Renova may provide or facilitate home blood-testing services.

Home testing may involve collection of a small blood sample and subsequent analysis by a laboratory.

A home blood test does not replace all clinical investigations that may be required during testosterone therapy.

Depending on the patient's treatment and medical history, additional monitoring may include full blood count, haematocrit, liver function, lipids, blood pressure or other investigations.

Results must be interpreted within the relevant clinical context.

Factors such as timing of the sample relative to an injection can materially affect hormone results.

10. Sample Collection

Users must follow the instructions supplied with a testing kit.

Renova cannot guarantee a valid laboratory result where a sample is:

• insufficient;

• contaminated;

• incorrectly collected;

• incorrectly labelled;

• damaged;

• excessively delayed in transit; or

• otherwise unsuitable for analysis.

Where the laboratory cannot analyse a sample, the applicable replacement or retest policy will be explained to the user.

11. Laboratory Results

Laboratory results provide information about the sample tested at that particular time.

They do not constitute a complete diagnosis.

An abnormal result should be discussed with an appropriately qualified healthcare professional.

Renova may refer users to their prescriber or another healthcare professional where a result requires clinical interpretation.

Renova does not guarantee that laboratory results will lead to a particular prescription, dosage change or treatment decision.

12. Charitable Blood-Testing Arrangements

Where Renova facilitates access to testing through a charity or charitable partner, the patient's relationship with that organisation may be governed by separate terms and privacy information.

Renova must not describe charitable testing as being directly provided by Renova unless that is factually correct.

Eligibility requirements imposed by a charitable organisation are determined by that organisation.

Availability of charitable services cannot be guaranteed.

13. Orders

An order submitted through Renova constitutes a request for the relevant service.

An order involving prescription medicine is not finally accepted merely because payment has been authorised.

Acceptance may remain conditional upon:

• prescription verification;

• identity verification;

• pharmacy acceptance;

• stock availability;

• clinical or regulatory checks; and

• successful payment.

Renova may cancel an order where one of these requirements cannot be satisfied.

14. Pricing

Prices displayed on the website will state what is included in the applicable service.

Where separate pharmacy, laboratory, delivery or professional charges apply, these should be disclosed before the user becomes bound by the transaction.

Renova will not deliberately impose undisclosed mandatory charges after an order has been completed.

Pricing errors may be corrected before an order is accepted.

15. Prescription Medicine Returns

Medicines require particular handling because patient safety and the integrity of the medicine must be protected.

Prescription medicines supplied under a prescription are treated differently from ordinary online consumer goods under the Consumer Contracts Regulations. Legislation.gov.uk

Once medication has been dispensed or supplied, it generally cannot simply be returned to stock and resold.

However, nothing in this policy removes statutory consumer rights where goods are defective, damaged, incorrectly supplied or otherwise fail to comply with applicable law.

Users should contact Renova immediately if they believe they have received:

• the wrong medication;

• the wrong strength;

• medication intended for another person;

• damaged medication;

• compromised packaging; or

• another dispensing error.

Users should not use medication they believe has been supplied incorrectly until they have received appropriate advice.

16. Blood-Test Kit Returns and Cancellation

Where ordinary consumer cancellation rights apply to a testing kit or another non-medicinal product, Renova will comply with applicable UK consumer law.

Certain sealed goods may lose their cancellation entitlement once opened where they are unsuitable for return for health-protection or hygiene reasons. UK consumer law expressly recognises such an exception. Legislation.gov.uk

The exact cancellation position will depend on the nature of the product and whether laboratory or other services have already commenced.

Nothing in this policy limits rights that cannot lawfully be excluded.

17. Delivery

Users are responsible for entering an accurate delivery address.

Where medicines are shipped, packaging and delivery arrangements must be appropriate to the medicine concerned.

Delivery estimates are estimates unless expressly guaranteed.

Renova is not responsible for delay caused by events outside its reasonable control, although it will take reasonable steps to resolve delivery issues.

Users should contact Renova promptly if medication is lost, damaged or appears to have been tampered with.

18. Storage of Medicines

Patients are responsible for storing medicines according to:

• the medicine packaging;

• patient information leaflet;

• pharmacist instructions; and

• any additional instructions provided with the medicine.

Medicines should be kept securely and away from children and anyone for whom they were not prescribed.

Medicines should never be transferred to another container unless directed by an appropriate healthcare professional or pharmacist.

19. User Responsibilities

Users agree to:

• provide accurate and complete information;

• use only prescriptions lawfully issued to them;

• follow the instructions of their prescriber and pharmacist;

• disclose information reasonably required for safe treatment;

• use medicines only for the person for whom they were prescribed;

• keep medicines secure;

• use home-testing equipment according to its instructions;

• notify Renova of relevant order or identity errors; and

• behave lawfully when using the platform.

Users must not attempt to exploit website errors, impersonate another individual, interfere with Renova systems or use Renova services for unlawful distribution of medication.

20. Treatment Outcomes

Renova does not guarantee:

• any particular physical change;

• any particular testosterone level;

• cessation of menstruation;

• fertility outcomes;

• sexual-function outcomes;

• mental-health outcomes;

• treatment eligibility; or

• approval of a particular medicine.

Clinical response differs between individuals.

21. Fertility and Pregnancy

Testosterone therapy may affect fertility.

Testosterone should not be regarded as contraception.

Patients capable of becoming pregnant should receive appropriate clinical advice regarding pregnancy, fertility and contraception.

Information supplied by Renova cannot replace individual advice from the patient's healthcare professional.

22. Advertising and Medicine Information

Renova will endeavour to present information about prescription medicines in a balanced, factual and non-promotional manner.

Prescription-only medicines cannot lawfully be promoted to the general public in the same manner as ordinary consumer products.

CAP guidance specifically states that healthcare websites should promote the consultation or healthcare service rather than encouraging consumers to select a POM, and factual medicine information on appropriate website pages should remain balanced. ASA

Renova therefore reserves the right to alter or remove product information, pricing presentations, promotions, imagery or website functionality where required for medicines-advertising compliance.

23. Privacy and Health Information

Renova processes personal data in accordance with applicable UK data-protection legislation, including the UK GDPR and Data Protection Act 2018.

Because Renova operates in a healthcare context, information provided by users may include special-category health data.

Special-category data receives additional legal protection. Organisations processing it must identify both an appropriate general lawful basis and an applicable Article 9 condition. Information Commissioner's Office

24. Information We May Collect

Depending on the service used, information may include:

• name;

• date of birth;

• contact details;

• address;

• account information;

• identity-verification information;

• prescription information;

• prescriber details;

• pharmacy information;

• treatment information;

• blood-test results;

• health information;

• order history;

• payment-status information;

• communications with Renova;

• technical website information; and

• records necessary for regulatory, fraud-prevention or patient-safety purposes.

Renova will seek to collect only information reasonably necessary for the relevant purpose.

25. Why We Use Personal Information

Personal information may be used to:

• create and administer an account;

• process service requests;

• verify identity;

• process valid prescriptions;

• coordinate dispensing;

• provide blood-testing services;

• communicate laboratory results;

• manage deliveries;

• take and reconcile payments;

• respond to customer-support requests;

• maintain records;

• comply with legal obligations;

• protect against fraud or medicine diversion;

• maintain the security of Renova systems; and

• improve the service where legally permitted.

26. Health Data

Health information will not be treated as ordinary marketing data.

Where applicable, processing of health information may be necessary for the provision or management of healthcare and associated services or may rely upon another lawful special-category condition.

The appropriate legal basis and Article 9 condition must be determined by the actual role performed by Renova and its clinical partners.

The ICO confirms that health information is special-category data and that organisations must establish both an Article 6 lawful basis and an Article 9 condition before processing it. Information Commissioner's Office

27. Sharing Information Within the Tezaract Group

Membership of the Tezaract Investment Group does not create an unrestricted right to share patient health information across the group.

Renova will only share personal information with another Tezaract company where there is an appropriate purpose and lawful basis.

Health data will not be made available to unrelated Tezaract businesses simply because they share common ownership.

Where another Tezaract company provides infrastructure, administration, security or another service to Renova, appropriate contractual and data-protection safeguards will be used.

This section is particularly important. Do not write a blanket clause giving every Tezaract company access to Renova patient records.

28. Other Organisations

Information may be shared where necessary with organisations such as:

• dispensing pharmacies;

• healthcare professionals;

• laboratories;

• blood-testing providers;

• couriers;

• payment processors;

• identity-verification providers;

• secure IT and hosting providers;

• professional advisers;

• insurers; and

• regulators or authorities where legally required.

Only information appropriate to the relevant purpose should be disclosed.

29. Marketing

Healthcare information supplied for the purpose of receiving Renova services will not automatically constitute consent to marketing.

Users must be given any choices required by applicable direct-marketing law.

Users can opt out of direct electronic marketing using the unsubscribe facility provided or by contacting Renova.

A user objecting to direct marketing will not lose access to essential service communications concerning an existing order, prescription or healthcare service.

30. Cookies

The Renova website may use cookies and similar technologies.

Strictly necessary technologies may be used where required to operate the website.

Where consent is legally required for analytics, advertising or other non-essential cookies, they should not be activated until valid consent has been obtained.

ICO guidance states that users must be told what non-essential cookies do and generally must actively consent before those technologies are set. Information Commissioner's Office

Users should be able to withdraw or modify cookie choices through the site's cookie-management controls.

31. Data Retention

Renova will retain personal information only for as long as reasonably required for the purposes for which it is held and to satisfy applicable legal, regulatory, healthcare, tax, accounting or dispute-resolution requirements.

Different categories of information may therefore have different retention periods.

The applicable retention schedule should be documented internally.

The ICO requires privacy information to explain either the applicable retention periods or the criteria used to determine them. Information Commissioner's Office

32. Your Data Rights

Depending on the circumstances and applicable lawful basis, individuals may have rights including:

• access to personal information;

• correction of inaccurate information;

• erasure in certain circumstances;

• restriction of processing;

• data portability where applicable;

• objection to certain processing;

• objection to direct marketing; and

• withdrawal of consent where processing depends upon consent.

Some rights are not absolute, particularly where healthcare information must legally or professionally be retained.

Requests should be sent to:

Privacy admin@chrgd.co.uk
Data controller: SEROMEX

Individuals also have the right to complain to the Information Commissioner's Office.

33. Information Security

Renova will implement technical and organisational measures appropriate to the nature of the information it processes.

Measures may include access controls, authentication, encrypted communications, logging, staff-access restrictions, secure infrastructure and appropriate processor contracts.

No internet-based system can be guaranteed to be completely secure.

Users are responsible for keeping account credentials confidential.

34. Website Accounts

Where accounts are provided, users must not:

• share passwords;

• allow another person to impersonate them;

• access another patient's records;

• attempt to circumvent security measures; or

• scrape, reverse-engineer or interfere with Renova's systems.

Renova may temporarily restrict an account where necessary to investigate suspected fraud, security compromise or misuse.

35. Intellectual Property

Unless otherwise stated, the RENOVA name, logo, website design, graphics, written materials and other original content are owned by or licensed to TEZARACT GROUP UK

No licence is granted to commercially reproduce Renova branding except with written permission.

Third-party trademarks remain the property of their respective owners.

36. Availability of the Service

Renova may alter, suspend or withdraw functionality where reasonably necessary.

This may occur because of:

• regulatory changes;

• healthcare-provider requirements;

• supply interruption;

• security incidents;

• maintenance;

• laboratory availability; or

• events beyond Renova's reasonable control.

Where an accepted paid service cannot be provided, applicable refund or alternative-service rights will be respected.

37. Limitation of Liability

Nothing in these terms excludes or limits liability where doing so would be unlawful.

In particular, nothing excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or other liability that cannot legally be excluded.

Renova is not responsible for clinical decisions independently made by healthcare professionals merely because Renova facilitated communication or administration, provided that this accurately reflects the contractual and regulatory relationship.

Nothing in this section restricts statutory consumer rights.

38. Complaints

Renova takes complaints relating to service quality, privacy and patient safety seriously.

Complaints concerning Renova administration should be sent to:

Email: admin@chrgd.co.uk

Complaints specifically concerning a dispensing pharmacy, laboratory or healthcare professional may need to be handled by that regulated provider.

Renova should assist the user in identifying the appropriate provider where reasonably possible.

Complaints involving data protection may also be referred to the Information Commissioner's Office.

39. Safeguarding and Patient Safety

Renova may take reasonable steps to protect users where communications indicate an immediate risk to health or safety.

Information may be disclosed where there is a lawful basis or legal obligation to do so.

This does not create a general obligation for Renova's customer-service team to provide emergency monitoring.

40. Equality and Respect

Renova's service is intended to be provided respectfully and without unlawful discrimination.

Users must not abuse, threaten, harass or discriminate against Renova staff, healthcare professionals, laboratory staff, contractors or other users.

Serious abuse may result in restriction of non-essential services, subject to obligations concerning continuity and safety of healthcare.

41. Changes to These Terms

Renova may update this policy to reflect changes to:

• the service;

• applicable law;

• regulatory guidance;

• healthcare partners;

• technology; or

• internal procedures.

The current version will display its effective date.

Where a material change affects the way personal information is used, users will be informed where required.

The ICO requires privacy notices to be kept accurate and updated when data uses materially change. Information Commissioner's Office

42. Governing Law

Unless mandatory consumer law requires otherwise, these terms are governed by the laws of England and Wales.

Consumers retain any mandatory rights relating to the jurisdiction in which they reside.

43. Contact Information

RENOVA CARE

A Tezaract Group company
Part of the Tezaract Investment Group

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NON MEDICAL GROUP CONSULTANT PLEASE ALWAYS REFER TO YOUR GENERAL PRACTITIONER OR SPECIALIST FOR CONFIRMATION BEFORE PURCHASING RENOVA PRODUCTS