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Terms of Service

The agreement between you and Canvera Clinic when you use our services

Canvera Ltd | Version 1.0 | Effective 01.06.2026 | Last reviewed N/A

1. About these terms

These terms set out the agreement between you and Canvera Ltd ("Canvera Clinic", "we", "us" or "our") when you register as a patient, attend a consultation, or otherwise use our services. By creating an account, booking a consultation or using our website, you agree to these terms.

Please read them carefully and keep a copy for your records. If there is anything you don't understand, contact us at help@canveraclinic.com before you proceed.

If you are acting as a consumer (as defined in the Consumer Rights Act 2015), nothing in these terms affects your statutory rights.

2. About Canvera Clinic

  • Canvera Ltd is a company registered in England and Wales with company number 17252598.
  • Our registered office is C/O Elixir Aldershot Enterprise Centre, 14-40 Victoria Road, Aldershot, United Kingdom, GU11 1TQ.
  • We have applied for registration with the Care Quality Commission (CQC) as a provider of regulated activities. These terms will be updated once that registration is confirmed.
  • Our clinicians are registered with the General Medical Council (GMC) and hold appropriate specialist training. Prescriptions are fulfilled by Canvera Pharmacy, a separately GPhC-registered pharmacy within our group.
  • You can contact us by email at help@canveraclinic.com or by post at the address above.

3. Eligibility

To use our services you must:

  • be aged 18 or over;
  • be a resident of the United Kingdom with a valid UK address at which medication can be delivered;
  • have the legal capacity to enter into a contract;
  • be able to provide accurate information about your medical history and current health;
  • agree to our clinicians contacting your NHS GP where we consider it clinically appropriate.

We may at our discretion decline to accept you as a patient, or end your registration, where we do not believe we can safely provide care at a distance.

4. What our service is — and what it isn't

Canvera Clinic provides specialist online consultations for adults with conditions that have not responded adequately to conventional treatment. Where clinically appropriate, our consultants may prescribe unlicensed cannabis-based products for medicinal use (CBPMs) under the Human Medicines Regulations 2012 and the Misuse of Drugs Regulations 2001.

You should understand the following:

  • Our service is not a substitute for your NHS GP or for emergency care. We strongly encourage you to remain registered with an NHS GP and to allow us to share relevant information with them.
  • CBPMs are unlicensed medicines. This means they have not been through the full UK marketing authorisation process. Your clinician will discuss what this means for you before prescribing.
  • We cannot guarantee you will be prescribed treatment. Prescribing decisions are made by independent specialist consultants on clinical grounds alone. You will not be prescribed medication if it is not clinically appropriate, regardless of any fee paid.
  • We do not provide emergency or urgent care. See section 5 below.

5. Emergencies and urgent care

Our service is not designed for emergencies.

If you or someone else is in immediate danger, call 999. For urgent but non-life-threatening concerns, call NHS 111 or contact your GP. Do not wait for a consultation with us.

6. Your account

To use our services you will need to create an account. You agree to:

  • provide accurate, complete and up-to-date information;
  • keep your login details secure and not share them with anyone;
  • tell us promptly if you believe your account has been accessed without your permission;
  • update us if your contact details, GP or relevant medical history change.

You are responsible for all activity on your account. We are not responsible for loss or harm caused by your failure to keep your account secure.

7. Consultations and clinical discretion

Each consultation follows the same core pathway:

  1. You complete an eligibility questionnaire. This helps us decide whether our service is likely to be suitable for you.
  2. If eligible, you book and attend a video consultation with a UK specialist consultant.
  3. The consultant makes an independent clinical decision about whether treatment is appropriate.
  4. If prescribed, your medication is dispensed by Canvera Pharmacy or a pharmacy you nominate.

Our consultants exercise independent professional judgement. They are not paid more, or benefit in any other way, from deciding to prescribe. A decision not to prescribe is as valid a clinical outcome as a decision to prescribe.

You consent to the consultation being recorded and stored as part of your clinical record where we tell you this in advance and give you the opportunity to object.

8. Fees and payment

Our current fees are set out on our website. In summary:

  • Initial specialist consultation: £[INITIAL FEE]. Includes review of your intake, records review, video consultation with a specialist consultant, and a clinical decision.
  • Follow-up consultations: £[FOLLOW-UP FEE].
  • Medication: charged separately by the dispensing pharmacy. Typical range £[MEDICATION RANGE] per month depending on the product and quantity prescribed.
  • Delivery: free, tracked, within the UK mainland.

We take payment at the time of booking. Payments are processed by our payment provider; we do not store your full card number.

We may change our fees from time to time. Changes will not affect consultations you have already booked and paid for.

9. Cancellation and refunds

9.1 Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a right to cancel most online purchases within 14 days. However, because medical consultations are bespoke services provided to you personally, the right to cancel ends once the consultation takes place. By booking a consultation and asking us to begin the service within the 14-day period, you agree that you lose the right to cancel once the consultation has taken place.

9.2 Cancellation by you

  • More than 48 hours before your appointment: full refund.
  • Less than 48 hours before your appointment: no refund, unless the cancellation is due to exceptional circumstances we accept at our discretion.
  • If you fail to attend your appointment without cancelling (a "no-show"), no refund is due.

9.3 Cancellation by us

If we cancel your appointment and cannot offer you a reasonable alternative within a reasonable time, we will refund your consultation fee in full. If we cancel for clinical or safety reasons — for example, because we have decided our service is not suitable for you — we will explain the decision and refund the consultation fee.

9.4 Medication refunds

Prescription medication that has been dispensed cannot be returned for a refund, for safety and regulatory reasons, except where it is faulty. If you believe your medication is faulty or has been dispensed incorrectly, contact the pharmacy immediately.

10. Prescriptions and medication

Where your consultant decides to prescribe, the prescription will be issued electronically. Unless you tell us otherwise, the prescription will be sent to Canvera Pharmacy for dispensing. You have the right to ask for the prescription to be sent to any other registered UK pharmacy of your choice.

Canvera Pharmacy is a separate legal entity registered with the GPhC. Its terms, including its own refund and complaints policies, apply to the dispensing side of your treatment.

CBPMs are Schedule 2 controlled drugs. They are dispensed in accordance with the Misuse of Drugs Regulations 2001 and related controlled-drug legislation. You must store and use them in line with the instructions provided.

11. Your obligations

When using our service, you agree to:

  • give honest and complete answers to questions from our clinicians;
  • not share your account or your prescribed medication with anyone else;
  • use medication only as prescribed, and tell us promptly about any adverse effects;
  • not drive, operate machinery, or undertake other activities in breach of the advice given with your medication;
  • comply with all applicable UK laws, including laws relating to controlled drugs;
  • behave respectfully toward our staff. We reserve the right to end the provision of services where a patient behaves abusively.

12. Intellectual property

Our website, content, logos, branding and platform are owned by Canvera Ltd or our licensors. Nothing in these terms gives you any right to use them except as needed to use our services.

13. Liability

Nothing in these terms limits or excludes our liability for:

  • death or personal injury caused by our negligence;
  • fraud or fraudulent misrepresentation;
  • any other liability that cannot be limited or excluded by law.

Subject to the above, our total liability to you in connection with the services, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the greater of (a) £10,000 and (b) the fees you have paid to us in the 12 months before the event giving rise to the claim.

We are not liable for losses that are not a foreseeable consequence of a breach, or for business losses.

14. Complaints

If you are unhappy with any part of our service, please see our Complaints Policy, which sets out how to raise a concern and how we will handle it. You also have the right to escalate complaints to the relevant regulator — see the Complaints Policy for details.

15. Changes to these terms

We may update these terms from time to time. The version on our website is always the current one, with the effective date shown at the top. Where changes are material, we will tell you directly — for example, by email or through the patient portal — before they take effect.

16. Ending your use of the service

You can end your use of our service at any time by closing your account. We may suspend or end your use of the service where:

  • you breach these terms;
  • we believe we cannot safely continue to provide care to you;
  • we reasonably suspect misuse of your account, of medication, or of our service;
  • we are required to do so by law or by our regulators.

Ending the service does not affect rights or obligations that accrued beforehand, including payment obligations and record-retention requirements.

17. Other important terms

  • If a court finds part of these terms to be unlawful, the rest will continue in force.
  • Our failure to enforce a term is not a waiver of it.
  • These terms are personal to you — you cannot transfer your rights under them to anyone else. We may transfer our rights and obligations to another entity within our group or to a successor business, provided this does not affect your rights.
  • These terms are the entire agreement between you and us in relation to your use of our services, and supersede any earlier agreement.

18. Governing law and jurisdiction

These terms are governed by the law of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales, except that if you are a consumer resident in Scotland or Northern Ireland, you may bring proceedings in your local courts.

19. Contact

To contact us about these terms or your use of our services:

  • Email: help@canveraclinic.com
  • Post: Canvera Ltd, C/O Elixir Aldershot Enterprise Centre, 14-40 Victoria Road, Aldershot, United Kingdom, GU11 1TQ

End of Terms of Service.