Terms and Conditions

Hello and welcome to ZAVA! We want you to get the very best from our service, so thank you for taking the time to read our terms and conditions.

Contents
 

To see how we can help you to manage your health, and to find out our commitment to you as a ZAVA patient, please go to our Website at: https://www.zavamed.com/ie. Throughout this document, we will refer to this as our “Website”, written with a capital “W”.

Please read our terms and conditions carefully: they explain the agreement between yourself and ZAVA when you use and order from our Website. Please don’t use our service until you are completely happy with them. And if you have any questions or comments, we’re always happy to hear from you. You can find our contact details at the end of this page.

So, first things first, let’s introduce ourselves.

1. Terms of Service

Who we are

We are called Health Bridge Medical Limited, but we trade under the name ZAVA ("we"/"us").

We call ourselves online doctors, also known as healthcare providers. This means we have a team of in-house doctors, and a dedicated team of professionals who work hard to deliver an outstanding service. You can read our story, meet our co-founders, and find out more about ZAVA here.

Now we’ve met, let’s get on to the legal side of things, Health Bridge Medical Limited is registered in Ireland under company number 648769. Our registered office is ZAVA, 2 Dublin Landings, N Wall Quay, North Dock, Dublin, D01 V4A3.

Our doctors are registered with and regulated by the Irish Medical Council and as such comply with the Guide to Professional Conduct and Ethics for Registered Medical Practitioners.

The service we provide

ZAVA is a discreet and convenient way to get the medical treatment you need, wherever and whenever you need it. With no probing questions. No judgments. And no need to see a doctor in person.

We base our medical consultations on your answers to our online questionnaires, all of which are written by our experienced doctors. We also base our consultations on telephone conversations (if necessary), secure messaging (in your dedicated account) and photo assessments (depending on the condition you need our help with). Our doctors will issue a prescription which will be sent to the pharmacy of your choice.

We take patient safety seriously. To use our services, you’ll need to be:

  • 18 years old or over
  • Legally capable of entering into binding contracts
  • Living in the Republic of Ireland (if you live outside the Republic of Ireland, we have a number of other websites you can use. Check them out here)

ZAVA is NOT to be used in an EMERGENCY situation.

If you believe that you or the person you are assisting is in an urgent or emergency situation you should dial 999 or seek alternative emergency medical services.

How our service works

Registration:

When you first visit our Website, you can either register before using our services or after you’ve made your selection. Whatever service you’re looking for, you’ll always be asked to fill in a questionnaire assessment.

Questionnaire:

Why a questionnaire? It’s the same as going to your GP’s practice for a consultation. Our doctors need to know about your condition, the medication you’re taking, your allergies and anything else that will help them to assess whether the treatment you’ve selected is safe for you. They can also help you to choose an appropriate treatment, if you’re unsure.

Our questionnaires are all built by our doctors in line with best medical practice, and they’re tailored to specific services, such as: the contraceptive pill, erectile dysfunction etc.

Your consultation:

Patient journeys:

  1. You complete a health questionnaire
  2. Agree to our Terms and Conditions
  3. Select your preferred treatment and click order
  4. Register on our Website, or log in, if you’ve already registered
  5. Pay for your consultation and delivery costs, if any.
  6. Submit your order

We will send you an email and/or an SMS to confirm that you have registered (if applicable) and that your questionnaire is being carefully reviewed by our doctors.

A doctor will be in touch to:

  1. confirm your preferred treatment is suitable
  2. ask you for further information through your account
  3. reject your order if it isn’t suitable for you.

Once you’ve submitted your questionnaire, our doctors will aim to get back to you within 24 hours on weekdays.

Delivery

If our doctors feel the treatment(s) you’ve requested is suitable, the prescription will be sent to the pharmacy of your choice. Test kits will be sent directly to your preferred address.

Pricing

The cost of your consultation, diagnosis, and medical prescription will be given to you before your consultation, so you know exactly how much you’ll need to pay. Delivery charges will be shown separately.

Payment

In order to proceed to payment, please provide valid credit or debit card details. You must be authorised to use these details and to authorise us, or our payment service provider, to take payment in full for the items you’ve ordered, including any associated fees due to us under these terms and conditions, including delivery fees.

If your payment details have expired or are invalid in any way, we will try to contact you. If you are unable to give us the updated information, we reserve the right not to provide our services to you.

Note that the payment will be on hold until we have accepted your order. Hence, if your order is not accepted, you will not be charged.

Cancellation and returns

Cancellation of:

  • Orders of non-prescription good, such as test kits:

For unused, sealed and undamaged postal testing kits and non-prescription goods, you can change your mind and cancel your order within thirty (30) calendar days of delivery (when the parcel is in your possession or in the possession of the person identified by you for the delivery).

If the test is damaged, incomplete, open or unsealed, we will not be able to offer you a refund.

  • Orders requiring us to provide a service alone or a service before approving the items for supply:

There are three ways to refund/cancel your order:

  • by phoning us on 02 120 63396 or
  • by emailing us at info@zavamed.com or
  • you may also use the cancellation form found here but it is not obligatory.

Returns:

For security and sanitary reasons, we are unable to accept any returns for items that have been used or are unpackaged.

You may be entitled to a refund of the standard cost of delivery, but this is only if:

  • you are sending your full order back or
  • the item was damaged or faulty when you received it

You may have paid extra for express or tracked delivery but you are only entitled to claim back the cost of standard delivery.

Refunds

If you validly cancel your order (as per the section Cancellation & Returns above), we’ll make our best to process refunds within three (3) working days. The funds may take up to five (5) working days to appear on your bank or card statement.

Note that we may also contact you to say that we do not accept your order for the following reasons:

  1. we cannot authorise your payment;
  2. you are not allowed to use our services from us;
  3. there is a clinical concern;

Written communication

We’ll usually get in touch via email or through your account, although we sometimes post notices on our Website. For contractual purposes, please make sure you understand and agree to receive electronic communication from ZAVA, and that you acknowledge that all contracts, notices, information and other electronic communications that we provide to you electronically comply with any legal requirement that requires such communications to be in writing. This condition does not affect your statutory rights.

Your commitment to us

ZAVA is an online service, which means most of the time we will be communicating with you electronically or by phone. We care about you and your health, so please be completely truthful and honest with us to enable our doctors to provide you with our service in line with the best medical practice and for your safety.

It’s your responsibility to ensure that:

  • You answer the medical assessment truthfully and to the best of your knowledge. If you don’t understand something in the questionnaire, please contact us and we’ll give you any information you need. Your course of treatment is based on your consultation and answers to our questionnaire, so please don’t try to fill in the questionnaire until you’re completely clear on what each question means. If you don’t understand a question, are unsure how you should answer certain questions, or you do not fully understand the advice or information given to you on our site, you can speak to your regular healthcare provider.
  • The questionnaire should be completed by you, for you, unless you have permission to fill it in on someone’s behalf, in which case we need their express consent. Please note that for test kits, we will only give the results to the account holder who ordered the kit.
  • You do not register more than once with ZAVA and be sure to give us your correct name, address, date of birth, email and telephone number.
  • You pass on information to your regular healthcare provider. Any advice on our Website does not replace that of your regular healthcare provider.
  • You should always tell your regular healthcare provider about any treatment we prescribe. Please note that you can download a letter for your GP in your account, or we can inform him/her for you if you ask us to do so.

For your security:

  • Always read all product packaging and labels carefully before use.
  • If you purchase medicine in advance, please always check the date on the box to make sure it’s not out of date.
  • Your course of treatment is based on your consultation and answers to our questionnaire. Please make sure that only you have access to your medicines.

We cannot accept liability for any damages which result from: (i) your failure to provide (and continuously maintain) complete, truthful and accurate information in your patient record, as well as in answering our medical questionnaires and any other information you give us; (ii) your failure to follow advice given on our Website, or to pass on relevant information to your regular healthcare provider.

Your account

When you register on our Website, you create a secure online account, which contains the following:

  • A dashboard that lets you read messages from our doctors, check your order status and re-order treatments (re-ordering is dependent on answering a short questionnaire from our doctors).
  • Messages from ZAVA
  • Treatment recommendations
  • Your order history
  • Links to our services, Terms and Conditions, our Privacy and Cookies notices and Website terms.
  • A help section, with links to our FAQ’s

“Your details”: this is where you can change your personal information and update your email preferences (please check our Privacy Notice for more information). If you want to suspend your account and discontinue using our services, you can also do it in the section “Your Details”. Your account will be permanently deactivated with immediate effect. We keep your electronic patient records (including your personal information, communication, and treatments) in line with the national guidelines, so although your record will be suspended, it won’t be permanently deleted.

Your account privacy and security

Please treat your user identification code, password and any other secure piece of information as confidential. You should never disclose any secure information to a third party.

Choosing a secure password is very important. Please make sure yours is:

  • at least 8 characters long
  • a mix of letters, numbers, symbols and capital letters
  • avoid common passwords, such as “administrative”, “password”; your name and date of birth etc;
  • create a unique password that isn’t used on any other websites

If you fail to comply with our Terms and Conditions, we reserve the right to disable your user identification code or password. If you believe that your account has been compromised, please contact us immediately so that we can help.

If anyone uses our Website through your internet connection, you are responsible for making sure they comply with these terms.

Privacy policy and data protection

We care about your privacy. You‘ll find everything you need to know about keeping your information secure, including data protection, in our Privacy Notice and Cookie Notice.

Jurisdiction and applicable law

The Irish courts have exclusive jurisdiction over any claim arising from, or related to, the Services we provide to you. We reserve the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.

Our terms and conditions and any dispute or claim arising out of, or in connection with them or their subject matter or formation, including non-contractual disputes or claims, shall be governed by and construed in accordance with the law of Ireland.

Entire agreement

These terms and conditions, our privacy and cookie notices, Website use policy and any document expressly referred to in this agreement constitutes the whole agreement between you and ZAVA. This supersedes all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the use of our Website and the services made available on it.

Variations

We may change our terms and conditions at any time by amending this page. Please read these terms and conditions every time you use our services so that you’re aware of any changes we have made as these are the terms applying when using our Website and when ordering from us.

Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our Website.

2. Website Use Terms

We want you to get the very best from our service, so thank you for taking the time to read our terms and conditions.

Here’s a few tips from us to help you get the most from our website: https://www.zavamed.com/ie. Throughout this guide, we will refer to this as “Website”, written with a capital “W”.

Please read our terms and conditions carefully: they explain the agreement between yourself and ZAVA when you use and order from our Website. Please don’t use our service until you are completely happy with them. And if you have any questions or comments, we’re always happy to hear from you. You can find our contact details at the end of this page.

Our website

We often update our Website with new services, useful articles about conditions, to amend or withdraw certain services, and sometimes to simply improve our Website. We won’t notify you when we do this because a) you would feel spammed, and b) you’ll see the changes next time you visit us. You might receive some notifications if you subscribed for our marketing communications, but rest assured, we keep them to a minimum.

We do everything we can to keep our content fresh and relevant. If you notice something that is outdated, please do let us know. We’ll do our best to update it as soon as possible.

As you know, the Internet doesn’t always behave itself, so if our Website is temporarily unavailable, we’ll do our best to fix it as quickly as possible.

Finally, it’s worth mentioning, that there may be a time when we have to suspend access to our Website, or close it indefinitely. But don’t worry, that’s definitely not the plan. We look forward to helping you to manage your health for a long time.

Linking to our website

We want to give everyone the tools to get the best healthcare so the more people that know about us, the better. If you do want to tell your friends or family about ZAVA, or link to our Website, please follow the guidelines below:

  • We’re proud of our reputation and will take whatever steps are necessary to protect it.
  • Please do not suggest any form of association, approval or endorsement by ZAVA, if none exists.
  • If you do want to link to our Website, please only link from your own website and not from a third-party website. We’re also happy for you to talk about us on social media, but please comply with the terms of this Website Use policy.
  • Please make sure you only include a link (not a frame) to the home page of our Website (https://www.zavamed.com/ie). There are strict regulations on promoting medication, so you can only talk about ourselves as online doctors. Please don’t mention specific medications.

If you’re unsure, please ask us before linking to our Website. We reserve the right to withdraw linking permission without notice if it doesn’t meet our guidelines.

Links on our website

We sometimes link to other websites and third party materials. These links are there for your information only and we have no control over their content. We can’t guarantee they are factually correct, nor can we accept any responsibility for any damage or loss you may suffer as a result of their use.

Intellectual property rights

Everything that you see on our Website is protected by copyright. ZAVA is either the owner or the licensee of the material published and of all the attached rights (intellectual property rights).

All such rights are reserved, which means use of our Website content is limited:

  • You can print off one copy, and download extracts of any page(s) of our Website for your personal reference only, but not for commercial reasons (for this, you’ll need a license from us or our licensors).
  • Please don’t modify the paper or digital copies of any materials you’ve printed off or downloaded in any way. You are unable to use illustrations, photographs, video or audio sequences or any graphics without using the text that goes with them. Please always reference ZAVA or any other authors of materials on our Website.

If you are unable to meet these guidelines, we will ask you to stop using our Website immediately and to either return or destroy any copies you’ve made of our materials.

Warranties

As explained earlier, the Website may change, be updated or suspended. Therefore, we are unable to give you, and we exclude, all representations and warranties as to the accuracy and completeness of the information published on our Website. Nor can we guarantee that the material is up to date or that every service and product will be available at all times, or indeed that the Website itself will not be discontinued in the future.

For this reason, we can’t be held liable and you will not be entitled to any type of compensation or other payment, if the Website is discontinued, if any content is inaccurate or any of our services are changed.

Our liability

To the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude any liability for any loss or damage of any nature, such as any business losses, whether direct, indirect or consequential, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill incurred by any user in connection with our Website, or in connection with the use, inability to use, or results of the use of our Website and services, any websites linked to it and any materials posted on it, whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

Nothing in these terms and conditions limits our liability for:

  • death or personal injury arising from our negligence;
  • fraudulent misrepresentation or misrepresentation as to a fundamental matter; or
  • any other liability which cannot be excluded or limited under applicable law.

Viruses, hacking and other offences

Please, don’t misuse our Website by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or could harm our technology.

You must not attempt to gain unauthorised access to our Website, the server on which our Website is hosted, or any server, computer or database connected to it.

We can’t accept responsibility for any damage or loss suffered because of a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your device, programs, data or other proprietary material as a result of using our Website or downloading any material posted on it, or on any website linked to it.

Jurisdiction and applicable law

The Irish courts have exclusive jurisdiction over any claim arising from, or related to, a visit to our Website. We reserve the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country to the extent permitted by law.

Our terms and conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of Ireland.

Variations

We may change this policy at any time by updating this page. Please read these terms and conditions every time you use our services so that you’re aware of any changes we have made. As mentioned at the start of these terms, this is a binding contract between you and ZAVA.

Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our Website.

How to raise a concern or make a complaint

If you have a concern with our service, please get in contact with our customer service team. Our customer support team will try and resolve the issue without delay. Here is how you can contact us:

  • log into your account to send us a secure message
  • Call us on 02 120 63396 (Mon-Fri 8am-6pm, or Sat 9am-5pm)
  • Email us at: info@zavamed.com

If our customer support team isn't able to resolve your concern, then we can register your concern as a complaint. At ZAVA we take complaints very seriously, and aim to deal with any issues faced by our patients quickly, compassionately, and effectively.

Contact

If you have any requests, questions, concerns or feedback, we’re always happy to hear from our patients. You can email us at: info@zavamed.com or call us on: 0212063396.

One last thing...

Thank you so much for visiting our Website and using our services.

The Terms and Condition of our services and our Privacy and Cookie notices are also part of this agreement. Please take the time to read them, too.

We look forward to helping you to manage your health soon

All the best,



Our Service