Terms & conditions

Terms & Conditions

These terms govern your use of Seona and any treatment supplied to you through it. Please read them carefully. By using Seona, you agree to these terms.

Last updated: 18 September 2026

1. Who we are

Seona is a clinical service operated by Icon Pharmacy Ltd, a pharmacy registered with the General Pharmaceutical Council.

  • Registered pharmacy: Icon Pharmacy Ltd, 155 Manford Way, Chigwell, Essex IG7 4DN
  • Company registration: 12087145 (England & Wales)
  • GPhC registration: 1031045
  • Contact: info@seona.health

In these terms, “we”, “us”, and “our” mean Icon Pharmacy Ltd, and “you” means the person using the service.

2. About our service

Seona provides access to a clinical service through a registered pharmacy. In general, you complete an online assessment, a prescriber independently reviews it, and where the prescriber considers it clinically appropriate, a prescription is issued and we dispense and arrange delivery of your treatment.

Two things are important to understand

A prescription-only medicine is not sold as an ordinary retail product. Whether to prescribe any treatment is a matter for the prescriber’s independent clinical judgement.

Completing the assessment, and any payment you make, do not entitle you to, or guarantee, the supply of any medicine. If a prescriber decides that treatment is not clinically appropriate for you, it will not be supplied.

3. Who can use Seona

To use Seona you must be at least 18 years old, resident in the United Kingdom, and able to enter into a contract. You must complete any identity-verification step we ask of you.

We may decline to provide our service, and we may refuse, suspend, or end your access at any time, including where information you have given is inaccurate or incomplete, where supply would not be clinically appropriate, where we are required to by law or regulation, or where we reasonably suspect misuse of the service.

4. Your responsibilities

The safety of this service depends on the information you give us. You agree that:

  • the information you provide about your health and identity is true, accurate, and complete;
  • you will not provide false information, impersonate anyone else, or create more than one account to obtain treatment;
  • you will read the information provided with any treatment, use it only as directed, and not share it with anyone else; and
  • you will tell us, or seek appropriate medical advice, if your health changes or you experience any problem with your treatment.

If we identify or reasonably suspect that information you have given is false, we may record this and report it to the relevant authorities.

5. The assessment and clinical decision

Our service typically involves an online assessment, an independent clinical review, and where approved, the issue of a prescription, dispensing, and delivery. We may change, update, or restructure our assessment, our processes, and the way our service operates at any time.

6. Prices and payment

The price for any treatment is the price shown at the time you place your order. Prices may change from time to time, but a change will not affect an order we have already confirmed.

You are only charged for treatment that a prescriber has approved. If your request is not approved, you will not be charged, or any payment taken will be refunded. The treatments and quantities we make available may change from time to time.

7. Cancellation, returns, and refunds

You can cancel your request at any time before a prescriber has approved it, and you will not be charged.

Because of the nature of the products we supply, the 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to prescription-only medicines supplied under a prescription. For safety and hygiene reasons, medicines that have been dispatched cannot be returned, exchanged, or refunded, even if unopened.

Where you cancel after approval but before your treatment has been dispatched, we will refund you where we are able to do so.

None of this affects your legal rights under the Consumer Rights Act 2015 if a medicine is faulty, damaged, or not what you ordered. If that happens, contact us and we will put it right.

8. Delivery

We will arrange delivery to the address you give us. Delivery timeframes are estimates and are not guaranteed. Please make sure your delivery details are correct as we are not responsible for failed or delayed delivery caused by incorrect information or by your being unavailable to receive it.

When your medicine arrives, please check that it is the treatment prescribed for you and that it is not damaged. Do not use any medicine that is not what was prescribed, or that is damaged. Contact us instead and we will resupply or refund you. Please return any unused medicine to a pharmacy for safe disposal.

9. Seona is not for emergencies

Seona is not an emergency service and does not replace your GP or urgent or face-to-face medical care. If you need urgent help, contact your GP, call NHS 111, or in an emergency call 999 or go to A&E.

10. Changes to our service and these terms

We may change our service, the treatments we offer, our processes, and these terms at any time. The current version of these terms will always appear on our website, with the date it was last updated. Where a change materially affects you, we will take reasonable steps to make it clear.

11. Our responsibility to you

Nothing in these terms excludes or limits our liability where it would be unlawful to do so. This includes our liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; and for any breach of the rights you have as a consumer that cannot be excluded or limited by law.

Subject to that:

  • we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable;
  • we are not responsible for harm or loss arising from information you give us that is false, inaccurate, incomplete, or misleading, or from your not following the directions provided with your treatment;
  • we are not liable for any business losses; and
  • our total liability to you for any claim arising out of or in connection with your use of Seona or any treatment we supply is limited to the amount you paid for the treatment to which the claim relates.

12. Events outside our control

We are not responsible for any delay or failure to perform caused by events outside our reasonable control.

13. Complaints

If something has gone wrong, we want to know. Please see our Complaints & feedback page for how to raise a concern and how we will respond.

14. Your information

We handle your personal and health information as described in our Privacy Policy.

15. General

  • If any part of these terms is found to be unenforceable, the rest will continue to apply.
  • If we do not enforce a term, that is not a waiver of our right to do so later.
  • We may transfer our rights and obligations under these terms to another organisation, for example, if our business is sold or restructured. This will not affect your rights under these terms. You may not transfer your rights or obligations without our consent.
  • These terms are the entire agreement between us in relation to your use of Seona.
  • These terms do not give any rights to anyone other than you and us.

16. Governing law

These terms are governed by the law of England and Wales. You may bring legal proceedings in the courts of the part of the United Kingdom in which you live.