Terms & Conditions



  2. The web platform available at www.releaf.co.uk/signup (“Releaf Portal”) is operated by Releaf Dispensary Ltd, referred to in these terms as “we”, “us” and “our”. 

  3. We are based at Unit 3 Castlebridge Office Village, Castle Marina Road, Nottingham, England, NG7 1TN. You can find everything you need to know about us, our services and our products on our website. Our contact information is available at releaf.co.uk/contact. 


  5. These terms are the terms applicable to you when you register on the Releaf Portal as an individual user and when you use or subscribe to our services or purchase products from us. You should read the terms carefully, along with: 

  6. the Releaf Web Terms, available at https://releaf.co.uk/terms-of-use, which apply to your general use and browsing of our website(s);

  7. our Privacy Policy, available at https://releaf.co.uk/privacy-policy, which details how we use personal data; 

  8. our Patient Charter, available at https://releaf.co.uk/patient-charter, which you must comply with at all times; and

  9. our Zero Tolerance Policy, available at https://releaf.co.uk/zero-tolerance-policy, which you must comply with at all times. 

  10. These terms may have changed since you last reviewed them. We recommend that you print a copy of these terms for future reference. Please contact us at support@releaf.co.uk if you require an older version of the terms. 

  11. These terms are not suitable for any business or professional use by you and you must not use the Releaf Portal or any of our products or services for business purposes. 

  12. Wherever these terms use the words ‘including’ or ‘such as’ or ‘for example’ or similar, you should take this to indicate a non-exhaustive list of examples intended to be illustrative, rather than a complete list.  


  14. The Releaf Portal is an online service through which we provide you with online appointments, prescriptions and medication delivery services in relation to medicinal cannabis, and other related products. 

  15. You must be 18 years old to use the Releaf Portal and by registering with us you confirm that you are at least 18 years old. If you are under 18, you must not use the Releaf Portal.

  16. The Releaf Portal is only available for residents in jurisdictions we are currently able to deliver in, as set out in our Delivery Information

  17. Please note that, other than through an appointment with our specialist practitioners, we do not provide medical advice or care on the Releaf Portal. The content on the Releaf Portal such as any text, audio, video, or images, is for informational purposes only and does not constitute medical or clinical advice, a diagnosis, treatment or recommendations of any kind by us.


  19. To use the Releaf Portal, you must make an account with us. This involves completion of a registration questionnaire which will confirm your eligibility to register with us.

  20. To be able to make appointments and receive prescriptions from us, you will need to:

  21. confirm that you agree to share your comprehensive medical records with us;

  22. provide us with valid photographic identification; 

  23. set up a valid payment method; and

  24. have signed our Medical Consent Form

and you acknowledge that any failure to do any of these may mean you cannot receive our services.  

  1. You must provide complete and accurate information when you register your account, and you must keep this information up to date. 

  2. It is your responsibility to keep your account credentials safe and secure and you must not share them with anyone. If you know or suspect that anyone other than you knows your user identification code or password, you should contact us immediately. We are not responsible for any unauthorised activity in your account if you disclose your account credentials to anyone else. 


  4. You agree that you will only use the Releaf Portal in accordance with: (a) these terms; (b) the Releaf Web Terms; and (c) the law as it applies to you.

  5. You must not breach or try to breach the security of the Releaf Portal. In particular you must not:

  6. access any data which is not intended for you or log onto a server or an account which you are not authorised to access;

  7. try to probe, scan or test the vulnerability of a system or network or breach security or authentication measures without proper authorisation; 

  8. access or use the Releaf Portal or any portion of it without authorisation;

  9. use any scraper, crawler, spider, robot, or other automated means of any kind to access or copy data on the Releaf Portal; 

  10. deep-link to any feature or content on the Releaf Portal or other measures that we may use to prevent or restrict access to the Releaf Portal; or

  11. use any device, software or routine to interfere or attempt to interfere with the proper working of the Releaf Portal or any activity which is conducted on the Releaf Portal.

  12. Violations of our system or network security may result in civil or criminal liability. We may investigate occurrences that may involve such violations and may involve, and co-operate with, law enforcement authorities in prosecuting users who are involved in such violations.

  13. We have the right to disable any account credentials including passwords, whether chosen by you or allocated by us, at any time, and to revoke your access to the Releaf Portal and deactivate your account if in our reasonable opinion you have failed to comply with any of these terms. 


  15. Part of the service we offer on the Releaf Portal is our online clinic where you can book appointments with specialist practitioners (the “Releaf Clinic”). 

  16. To be eligible for any prescriptions and/or other treatment, you will need to book an initial appointment with a specialist practitioner. Pricing for all appointments is set out here.

  17. When you book an appointment, we confirm the key information to you in writing after you book the appointment by email and in your online account. 

  18. The Releaf Clinic’s core consultation hours are 9am to 5pm Monday to Friday (UK time), other than days which are public holidays in the UK. You will usually be able to book appointments during our core consultation hours but we do not guarantee availability of particular timeslots. 

  19. You can book and cancel appointments in accordance with our Cancellation Policy.  

  20. In rare circumstances, such as practitioner unavailability, we may have to cancel your appointment. If this happens, we will notify you and you will be offered a further appointment as soon as possible at no extra cost.

  21. If you are a Releaf+ subscriber and you miss an appointment which is included in your subscription without rescheduling or cancelling it in accordance with the Cancellation Policy, you will have to pay a £50 fee for rebooking that appointment. 

  22. If you are a PAYG patient, you will need to rebook appointments you have missed at your own cost. You will be responsible for all fees for your missed appointments where you have not cancelled or rescheduled in accordance with the Cancellation Policy

  23. Please note that we do not guarantee that you will be prescribed any medication after a Releaf Clinic appointment. The outcome of your appointment with our specialist practitioners will determine whether or not medication is suitable for you.

  24. Please note that we may record online appointments with the Releaf Clinic strictly for training purposes. By making an appointment with us, you acknowledge and agree that your appointment may be recorded for these purposes. You should not proceed with booking an appointment if you do not agree to your appointment being recorded. Please see our Privacy Policy for further details of how we use this information.  


  26. After your initial consultation, you can pay for subsequent appointments and prescriptions on a pay-as-you-go basis (“PAYG”), or you can choose to take out a subscription with us (known as “Releaf+”). 

  27. Your account will be PAYG by default unless you choose to take out a Releaf+ subscription.  Full information about Releaf+, including pricing, is set out at www.releaf.co.uk/pricing. You can choose to join Releaf+ in your account page at any time. 

  28. Releaf+ is a rolling monthly subscription with a minimum commitment of 2 months from the date you sign up (“Minimum Subscription”). Your first month’s subscription fees for Releaf+ will be payable: 

  29. if you are a new customer and take out the subscription following your initial appointment, 30 days from the date of that appointment, and then every month on the same date for the duration your subscription is active; or

  30. if you are an existing customer who has previously had a consultation on a PAYG basis, immediately, and then every month on the same date for the duration your subscription is active. 

  31. If you wish to cancel your Releaf+ subscription, you can do this at any time by email to support@releaf.co.uk. If you are within your Minimum Subscription, this will take effect 2 months from your subscription date. If you are outside your Minimum Subscription, it will take effect at your next monthly renewal date. We will confirm your cancellation by return email. 


  33. If you have been prescribed medication through the Releaf Clinic after an appointment with one of our specialist practitioners, you will be able to order your medication through us (and our third party partners), or you may use a pharmacy of your choice, provided that the pharmacy is licensed and capable of handling the prescribed medication under UK regulations and you email support@releaf.co.uk with your request and up-to-date pharmacy contact information (email and/or address). Please note we will not be able to order prescriptions which have not been issued to you through the Releaf Portal by one of our specialist practitioners. 

  34. Once you have placed your order with our partner pharmacy, we will contact you to confirm we've received your order and we will accept it when we dispatch or supply your order and confirm dispatch or supply to you. We confirm the key information to you in writing after you order by email and your invoice will be available in your online account.

  35. In some cases we reject orders we cannot fulfil, for example, because a medicine is unexpectedly out of stock, because we can't verify your age, because you are located outside the UK, or because the product was mispriced by us. If this happens, we let you know as soon as possible and refund any sums you have paid.

  36. You will be provided with a paper copy of your prescription with your first delivery of the medication. The original prescription must be kept onsite by the Releaf Pharmacy in order to dispense the medication. 

  37. We can also supply our patients with a certificate containing prescription details and details of our accreditation. This is available on request. 

  38. Please note a product’s true colour may not exactly match that shown on your device or its packaging may be slightly different.  


  40. Our specialist practitioners prescribe on the basis of information you provide and you are responsible for making sure that information is correct. 

  41. You are responsible for:

  42. providing complete and accurate information about your health and medical history including present condition, medications, past surgeries and hospitalisations; 

  43. ensuring you understand medical explanations and your treatment plan and asking questions if you do not;

  44. following your treatment plan (including purchasing supplies, medications and other items required for self-care at home) and any advice given by your specialist practitioner; and

  45. the outcomes of not following your treatment plan or the advice given by a specialist practitioner.

  46. You should inform your specialist practitioner if you have not followed your treatment plan or have any concerns about your treatment plan.


  48. Fees for goods and non-subscription services, such as appointments, are payable at the time you place the order for goods or book the service using the payment method you have chosen.

  49. Subscription fee payments are taken by monthly recurring credit/debit card payment using the credit/debit card information you provide to us at the time of registration. 

  50. Payments are processed through our secure payment gateway and our processing partner, Stripe. We do not access or store your credit, debit card or bank account details. We accept all major credit and debit cards including Apple Pay and Google Pay. We only accept payments in British pounds (GBP). 

  51. We may terminate your contract with us, including your account, if any fees you owe us remain unpaid 7 days after its due date for payment. 

  52. If any payment fails because there is an issue with your payment method, for example, the payment card has expired, we will try to contact you to correct this. You must update your payment method in your account in order to complete your purchase or resume your subscription. You may not receive any goods or services from us until your payment is completed. 

  53. If we're unable to collect any payment you owe us we may charge interest on the overdue amount at the rate of 3% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgement. You must pay us the interest together with any overdue amount. 

  54. We show the amount of VAT included in the price you pay. If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

  55. Releaf+ subscription fees are reviewed annually on 1 July each year. We will give you at least 3 months’ notice of any change to your subscription fees. If you do not want to continue your Releaf+ subscription at the new rates, you can cancel your subscription within the notice period. If you don’t cancel in this time, you will be charged the new rates after the notice period expires. 

  56. REFUNDS 

  57. Your right to a refund depends on the product and/or service you have purchased. This section sets out what refund options are available to you.

Appointments and other clinic services

  1. You can cancel an appointment in accordance with our Cancellation Policy to receive a full refund. If you cancel outside the times specified in the Cancellation Policy, you won’t be entitled to a full refund and may receive a partial refund or no refund. 

  2. Under some circumstances you may be entitled to a refund after an appointment under our ‘Money Back Guarantee’, as set out in the Cancellation Policy.  

  3. Appointments may be cancelled by us if you:

  4. do not complete all of their evaluations/questionnaires prior to your appointment;

  5. do not pass ID verification checks;

  6. do not supply all of the required information requested by us in the required timescales. 

  7. If we need to change your requested appointment for any other reason, we will try to offer a suitable alternative. If this is not possible, we will refund the full cost of your appointment, if it has been paid in advance. 

Prescription medication 

  1. You may request a refund for your medication up until the point it is dispatched. Once it has been dispatched, a refund cannot be issued unless you have not received your medication except as set out in clause 11.8 below.

  2. Please note that adverse reactions do not deem a patient eligible for a refund, except as set out in clause 11.8 below. If you have an adverse reaction, you should discontinue use of medication and discuss with Patient Support at support@releaf.co.uk who will advise the next reasonable course of action.

  3. You may be entitled to a refund or replacement in the following scenarios: 

  4. if there is a dispensing error and you have received the wrong medication, wrong dosage, or incorrect quantity, please contact support@releaf.co.uk and we will ensure you receive the correct medication at no additional cost to you;

  5. if a medication is recalled by the manufacturer or regulatory authorities due to safety concerns or defects, please contact support@releaf.co.uk and you may be entitled to a refund or replacement medication; 

  6. if the medication is damaged or defective upon receipt (e.g., broken tablets or a compromised seal), please contact support@releaf.co.uk and we will ensure you receive a replacement or a refund for the medication. Please check the medication thoroughly as soon as you receive it and notify us without delay of any issues; or

  7. if you believe you have other quality issues with your medication, please contact support@releaf.co.uk within 5 days of receiving the medication and we will investigate this. If we are able to confirm a quality concern, we will arrange for a collection of the medication and you will be refunded in full and provided with a new prescription.

Non-prescription products

  1. Your legal right to change your mind. For most of our non-prescription products ordered online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. 

  2. You can do this by contacting support@releaf.co.uk to request your return within 14 days of the date you received the item. You will need to return the item (and any free gifts or promotional items you received with it) to us within 14 days of telling us you want to return it, and you will be responsible for paying the cost of postage to return the item to us. 

  3. When returning items to us you should use a recognised delivery service and keep a postage receipt that proves you have sent it and when you sent them. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price.

  4. Please note we only refund standard delivery costs from your purchase. We don't refund any extra you have paid for express delivery or delivery at a particular time.

  5. We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Contact us if you are unsure about whether a refund will be due.  

  6. Please note this does not affect your legal rights if there is something wrong with your product (for more on those rights see section 13 below).

Please note you cannot return the following: 

  1. products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; 

  2. goods that are made to your specifications or are clearly personalised; or

  3. goods which become mixed inseparably with other items after their delivery.

Subscription fees

  1. Releaf+ subscription fees are non-refundable unless you cancel in the first 14 days of your subscription in which case you will receive a refund and your subscription will end. 

When and how we refund you

  1. If you are eligible for a refund on a service or goods which haven't been delivered yet, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. 

  2. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). 

  3. We refund you by the method you used for payment. We don't charge a fee for the refund.


  5. Occasionally circumstances beyond our control may limit the availability of services provided by the Releaf Portal, such as the unavailability of specialist doctors or of medicine from suppliers. 

  6. If our supply of your product or a service is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay.  

  7. If we indicate that the delay is likely to be substantial, you can contact Patient Support at support@releaf.co.uk to end the contract and receive a refund for any products or services you have paid for in advance but not received. 


  9. If you think there is something wrong with your product, you should first contact Patient Support at support@releaf.co.uk. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. 

  10. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

Summary of your key legal rights 

If your product is goods, for example medicines or equipment, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

  • Up to 30 days: if your goods are faulty, then you can get a refund.  

  • Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.  

  • Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.   

If your product is services, for example clinic appointments, the Consumer Rights Act 2015 says:

  • You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.

  • If a price hasn't been agreed upfront, what you're asked to pay must be reasonable.

  • If a time hasn't been agreed upfront, it must be carried out within a reasonable time.


  2. Changes we can always make. We can always change a product:

  3. to reflect changes in relevant laws and regulatory requirements, such as where the formulae for medicines has to be updated;

  4. to make minor technical adjustments and improvements, for example to address a security or packaging issue (provided they are changes that don't affect your use of the product); and

  5. to update descriptions and/or content, provided that the descriptions and/or content still matches the description of it that we provided to you before you bought it.

  6. We can update the Releaf Portal and/or Releaf Clinic, including adding or removing functionality, at any time without notice.

  7. Subscription changes. We can also update our Releaf+ subscription at any time, including making changes to the benefits and/or included services or goods. However, if we do this and it is a material change to the Releaf+ subscription, we’ll notify you in advance (including by putting a notice on the Releaf Portal when you next log in), and if you want to cancel your subscription you can do so at any time before the change comes into effect. 


  9. We can suspend the supply of a product or service at any time at our discretion. We do this to:

  10. deal with legal, regulatory or technical problems, or problems with your payment;

  11. make minor technical changes to a product or service;

  12. update the product or service to reflect changes in relevant laws and regulatory requirements; or

  13. make changes to the product where these terms allow us to do so.

  14. We will do our best to contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. We will resume the provision of the product or service as soon as possible once the relevant issue has been resolved.

  15. If we suspend a product or service you have ordered or subscribed to for longer than 6 weeks, we will adjust the price so you don't pay for it while it is suspended. If we suspend supply, or tell you we're going to suspend supply, for more than 8 weeks you can contact Patient Support at support@releaf.co.uk to end your contract and we'll refund any sums you've paid in advance for products or services you didn’t or won't receive because of the suspension.


  17. We can stop providing a product, including particular prescription medicines or our Releaf+ subscription model. We will try to let you know in advance and we will refund any sums you've paid in advance for products or services which won't be provided.


  19. We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

  20. you don't make any payment to us when it's due and you still don't make payment within 7 days of our reminding you that payment is due;

  21. you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, required information about your medical condition or history;

  22. you don't, within a reasonable time, allow us to deliver the product to you; 

  23. we reasonably suspect you are not eligible to use our products or services, for instance because you do not live in a country to which we can deliver or for health reasons;

  24. you are not in compliance with the Patient Charter or the Zero Tolerance Policy;

  25. you have used or are using cannabis or cannabis products sourced from any other means (as this is unsafe and could interact with your treatment);  or

  26. you have otherwise seriously breached these terms. 


  28. We're responsible for losses you suffer caused by us breaching this contract unless the loss is:

  29. Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

  30. Caused by a delaying event outside our control. As long as we have taken the steps set out in section 12 above.  

  31. Avoidable. Something you could have avoided by taking reasonable action. For example, by following our instructions of use for a product.

  32. A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession. 


  34. How we use any personal data you give us is set out in our Privacy Policy at: https://releaf.co.uk/privacy-policy 


  36. Our complaints policy. Our Patient Support team (contact at support@releaf.co.uk) will do their best to resolve any problems you have with us or our products, as per our Complaints policy

  37. You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.


  39. We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

  40. You cannot transfer your contract with us to someone else unless we agree to this, as the products and services we supply are specific to you as a patient.

  41. Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

  42. If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

  43. Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.