Terms & Conditions

Within these Terms & Conditions, important information can be obtained to understand how we operate. These should be read and understood prior to making a purchase, and any purchase made it deemed as acceptance of our Terms & Conditions set out below:

Within the Terms & Conditions that follow, the use of “we”, “us” or “our” means The Family Pharma Ltd. and “you” or “your” means the person using (www.densehairclub.com) (“Website”) to buy medicinal treatments (“Products”) and receive consultation and subscribed prescription services (“Services”) from us.

Who we are.

The Family Pharma Ltd are a limited company registered in England and Wales with registration number 12049194. Our registered office is at 2 Chichester Street, Rochdale, Lancashire, United Kingdom, OL16 2AX. Our VAT registration number is XXX XXXX XX.

We trade under the name of ‘Dense Hair Club’ for our pharmacy that offers online consultations and medicinal treatments for various health-related conditions. All orders will be processed by our own online registered pharmacy, located at the following address: The Family Pharma Ltd, 6 Acorn Business Park, Keighley Road, Skipton BD23 2UE.

As a pharmacy, we, and our pharmacists, are registered and regulated by the General Pharmaceutical Council (GPhC), and the Medicine and Healthcare Regulation Agency (MHRA). All online consultations are conducted, reviewed, and approved by GPhC – accredited independent prescribers, who are qualified to prescribe prescription-only medications within their area of expertise.

Our pharmacy is registered with the GPhC registration number XXXXXXX. The superintendent pharmacist is Asim Mirza MPharm (GPhC registration number XXXXXXX).

How does Dense work?

When you visit our Website and choose to purchase a products (as part of this process you will make use of our Services), you will be asked to fill in a medical questionnaire before we can process your order. This questionnaire is a consultation, and utilised to understand your condition, along with any medications you are taking, if you have allergies or other medical conditions, and anything else that will help us determine if the treatment is safe and appropriate for you.

Our questionnaires are built by our pharmacists, to meet the best medical practices and regulations, and tailored to specific conditions.

Once you have submitted the questionnaire, selected your Products, and we have processed your payment we will confirm the receipt of the order and let you know how long it will take us to review the questionnaire. This does not create a binding contract between you and us.

Once your questionnaire has been reviewed and you have been accepted for a suitable treatment, our pharmacists will dispense the medication and dispatch it in a discreet packaging via Royal Mail. At this stage we will also confirm via email and (“Confirmation”) that your order has been approved and dispatched for delivery, which marks the point at which you are entering into a legally binding contract between you and us.

In some cases we might not be able to provide the Products if we feel that the treatment is not safe or appropriate for you or in the rare case where the Products are unavailable. In these cases we will refund to you any amounts you have paid in advance for the Products that have not been supplied to you.

What’s the cost?

The cost of our Products are given to you before your payment details are provided, so you know exactly how much you are paying. It may occasionally happen that Products listed on our Website may be mispriced. In such an event, we will be unable to provide the Products to you at the incorrect price.

How do payments work?

After having filled out the questionnaire you will be asked to provide valid credit or debit card details for payment of your order. You must be authorised to use these cards and to authorise us, and, XXXX, our payment service provider, to process the payment in full.

If we, or our payment service provider is unable to process the payment, for example, because the card details have expired or are invalid, we will try to contact you to request alternative payment details. If you are unable to give us alternative payment details, we reserve the right to cancel the order.

How does the subscription work?

Certain Products sold on our Website are only available on a subscription basis (“Subscription Products”), meaning that we will send you these Products on a recurring basis and charge your payment card accordingly, for example, every month. Below we explain the terms pertaining to buying Subscription Products from us.

On placing an order for one or multiple Subscription Products you provide us with a continuous payment authority to charge your payment card for a specified amount at equal monthly intervals.

Your subscription will expire automatically 1 year after approval of your initial order. We will let you know via email before the expiration date of the subscription that your subscription is coming to an end and provide you with information on how to extend your subscription.

XX days after the initiation of the subscription we will send out your next scheduled shipment. Thereafter, all shipments will come in even 28-day intervals. We will always contact you by email before your next scheduled shipment is due to arrive, informing you of an estimated delivery date.

To ensure patient safety you are only allowed one subscription per product. We reserve the right to cancel and refund subscriptions if we have reason to believe that duplicate subscriptions have been initiated by the same person.

You can cancel your subscription at any time by contacting us at XXXX@densehairclub.com. Once we have received your notice to cancel the subscription, your payment card will no longer be charged and we will not dispatch further shipments to you. Note that a request to cancel the subscription via email, is not valid unless the Cancellation Request has been filled out and submitted with all the associated account information. Note that the same details that were used to place the first order must be used on the Cancellation Request Form for the cancellation to be successful.

If your payment fails and you do not update your payment card details, your subscription will automatically be cancelled by us and will remain inactive until you provide updated payment details.

If your subscription is cancelled, any products that have already been dispensed by our pharmacy will be delivered as scheduled and cannot be refunded.

Your obligations.

You agree to ensure that it is safe for deliveries to be placed through the letterbox of your delivery address, especially in regards to safeguarding children or pets.

You confirm that all information provided by you in the consultation questionnaire or elsewhere is correct and true, to the best of your knowledge. If you have trouble understanding the questionnaire, please get in contact with us. Do not answer the questionnaire until you are clear on the meaning of each question.

For any medications you purchase from this Website you are also responsible to read the product’s Patient Information Leaflet (PIL) carefully and take the medication in accordance with those instructions.

You agree to inform your GP about medication you have purchased from our Website, and any side-effects you might experience from taking the medication.

You confirm that you are requesting medications for your own personal use only. Medications should never be shared with any other person.

You agree not to use our Products or Services for any unlawful purpose. We will not be responsible for any misuse or abuse of Products or Services sold through our Website.

You agree to keep your Dense Hair Club login details confidential and not to share them with anyone else.

We reserve the right to suspend or terminate your access to our service at any time without notice if we have reasonable grounds to believe that you have breached any of these obligations.

You agree not to use our Website or Services for emergencies. In emergencies, you must contact your local emergency department immediately.

You agree to comply with these Terms.

Please note we cannot accept liability for any damages which result from:

  • (a) your failure to provide complete, truthful and correct information in your consultation or otherwise, and
  • (b) your failure to follow advice given by us or to read all product packaging and patient information supplied with your medication, or
  • (c) your failure to pass on important and relevant information to your GP or healthcare provider. Please see the “What is our liability to you?” section for more information.

Who can order?

As long as you are a male, at least eighteen (18) years of age, and a resident in the UK with a valid credit or debit card in your name you can order from us, subject to the medical approval of our medical team. You cannot order on behalf of somebody else. If you choose to use our Website from locations outside the UK, you are responsible for compliance with local laws where they are applicable.

Contacting us.

The fastest way to contact us is by emailing us at XXXX@densehairclub.com. Alternatively, you can write to The Family Pharma Ltd, 6 Acorn Business Park, Keighley Road, Skipton BD23 2UE.

Cancelling your order.

You can cancel your order at any point up until the medication is dispensed by our pharmacy and you receive a Confirmation from us. In these cases you will receive a full refund within five (10) working days, via the same payment method you have used to make the initial payment.

Unfortunately, due to the nature of prescription medications, once your items have been dispensed (i.e. after you have received a Confirmation), you will be unable to cancel the order.

Unfortunately, due to the nature of prescription medications, once your items have been dispensed (i.e. after you have received a Confirmation), you will be unable to cancel the order.

Receiving your order.

All orders are sent in discreet packages via Royal Mail. Orders should arrive within 1 working days from the time the order is approved. Once an order has been handed over to Royal Mail, it becomes their responsibility.

Please note that we cannot guarantee the exact time and day of delivery. We recommend that you allow for up to three (2) working days for your order to arrive after you receive a Confirmation email from us.

If you have questions about Royal Mail’s terms and conditions (including what to do when you need to rearrange your delivery or what happens when you are not home when the order is delivered) you can access them here: http://www.royalmail.com/terms-and-conditions.

Is my data safe?

Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information. 

Our liability to you

You have certain legal rights in relation to our Products and Services as outlined above. You have certain legal remedies if we breach any of these rights. Nothing in these Terms is intended to affect these legal rights or other rights to which you may also be entitled. For more information on your legal rights contact your local Citizens Advice Service.

We are not responsible for losses not caused by our breach (e.g. losses that result from the causes outlined under the “What are your obligations?” section above), business losses, losses to non-consumers, or a failure to provide the Products or Service due to any cause beyond our reasonable control which prevents us from fulfilling our obligations including but not limited to fire, storm, riot, civil disturbance, war, nuclear accident, terrorist activity and acts of God.

If we do breach these Terms we shall only be liable for losses which are a reasonably foreseeable consequence of such a breach. Losses are foreseeable where they could be contemplated by you and us at the time of entering these Terms.

Other information.

If you want to take court proceedings, the courts of the United Kingdom will have exclusive jurisdiction in relation to these Terms. If any part of these Terms is found to be invalid by any court or regulator, the other provisions shall continue to apply. The laws of England and Wales will apply.

If you have a complaint please contact us in the first instance using the details set out in the “How to contact us” section above.

We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the Products, our Service to you, or any other matter, please contact us as soon as possible.

If you and we cannot resolve a dispute using our internal complaint handling procedure, we will let you know that we cannot settle the dispute with you and give you any information required by law about our alternative dispute resolution (ADR) provider, if applicable. You may also use the online dispute resolution (ODR) platform to resolve the dispute with us. For more details, please visit the website on the ‘Your Europe’ portal: https://ec.europa.eu/consumers/odr/main/?event=main.home.show

We may transfer our rights and obligations under these Terms to another party or organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the Terms.

We reserve the right to cancel and refund any orders and/or subscriptions at our own discretion without giving a reason.

Only you, and nobody else, has any rights under these Terms. These Terms are between you and us. No other person besides you shall have any rights to enforce any of these Terms.

Accuracy of information and availability of the website.

While we try to make sure that the Website is accurate, up-to-date and free from bugs, we cannot promise that it will be. Furthermore, we cannot promise that the Website will be fit or suitable for any purpose. Any reliance that you may place on the information on this Website is at your own risk. 

We may suspend or terminate operation of the Website at any time as we see fit.

Content is provided for your general information purposes only and to inform you about us and our Products and News, Features, Services and other Websites that may be of interest. It does not constitute Medical, Technical, Financial or Legal Advice or any other type of advice and should not be relied on for any purposes.

While we try to make sure that the Website is available for your use, we do not promise that the Website is available at all times nor do we promise the uninterrupted use by you of the Website.

Ownership, use and intellectual property.

This website and all intellectual property rights in it are owned by, or licensed to, us.

Intellectual property rights means rights such as: copyright, trademarks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind whether or not they are registered or unregistered (anywhere in the world).

We reserve all of our rights in any intellectual property in connection with these terms. This means, for example, that we remain owners, or licensees, of them and free to use them as we see fit or in accordance with our licence.

Nothing in these terms grants you any legal rights in the website other than as necessary to enable you to access the Website. You agree not to adjust to try to circumvent or delete any notices contained on the Website (including any intellectual property notices) and in particular in any digital rights or other security technology embedded or contained within the Website.


These terms are dated XXth XXXXXXX 2019. No changes to these terms are valid or have any effect unless agreed by us in writing. We reserve the right to vary these terms from time to time. Our updated terms will be displayed on the Website and by continuing to use and access the Website following such changes, you agree to be bound by any variation made by us. It is your responsibility to check these terms from time to time to verify such variations.

Last Updated: 12 September 2019